Responsibilities
- Act as the main contact for employees seeking technical assistance, offering prompt and courteous support through phone, email, and in-person channels when possible.
- Independently investigate, identify, and fix a wide range of technical problems involving hardware, software, and applications, escalating issues as appropriate.
- Deliver daily support for Microsoft Windows environments and Microsoft 365 tools such as Outlook and Word, along with approved legal and business applications.
- Record, monitor, and manage all service requests in ServiceNow to ensure accurate documentation and timely resolution.
- Maintain open communication with requesters throughout the support lifecycle, managing expectations and sharing progress updates.
- Coordinate between staff and internal IT teams or outside vendors to resolve advanced technical challenges.
- Conduct routine maintenance and address issues on company-issued desktop and laptop computers.
- Identify patterns in recurring technical problems and support application-focused initiatives like testing, deployment, and user training.
- Follow organizational policies, technology standards, and legal requirements, especially when managing confidential or sensitive data.
- Participate in a rotating weekend on-call schedule within the first year of employment.
Work Arrangement
Hybrid
Other
- Hybrid or remote work options may be available for qualified candidates.
- Up to 10% travel may be required on occasion.
- Weekend on-call participation is expected during the first year.
- No agency submissions accepted.
