Responsibilities
- Respond to incoming support requests through phone, email, and ticketing systems, ensuring responses occur within established service level agreements.
- Help identify and resolve basic problems related to hardware, software, network configurations, and internet connectivity for end users.
- Conduct remote desktop support sessions and perform entry-level account management tasks in Active Directory or Azure AD, following supervision.
- Record all support activities, actions performed, and solutions applied with full detail in the PSA or ticketing platform.
- Forward unresolved or advanced technical issues to senior team members with comprehensive handoff documentation.
- Support employee onboarding and termination procedures, including device configuration and access rights setup or removal.
- Enhance internal knowledge resources by recording frequently used solutions and troubleshooting methods.
- Uphold professional conduct and transparent communication during every stage of user support.
Other
- Must be available to work Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time.
- A recorded video is required as part of the application submission.
- Failure to submit a video will result in disqualification from consideration for all open positions.
- The video submission serves as the initial phase of the interview evaluation.
