Service Desk Engineers

As a Technical Support and End-User Administration specialist, you will be responsible for providing first level Service Desk support to internal employees. Your key responsibilities will include: - Providing phone support for end user problems and requests. - Diagnosing hardware, software, and business application issues. - Using appropriate problem recognition, research, isolation, and resolution steps. - Performing computer hardware and software related repairs. - Performing wireless device troubleshooting. - Keeping detailed records of customer conversations and troubleshooting steps to resolve an issue. - Providing support for facility, remote facility, and home-based users to global employees. - Monitoring and responding to ticketing system assignments. - Assisting with training and educating customers on desktop applications, software\hardware platforms. - Escalating both end-user and IT infrastructure issues when needed, notifying appropriate IT resources and Service Desk leadership. - Providing basic user support for network accounts, computer accounts, and business application accounts. - Creating and maintaining standard operating procedures and knowledge base articles. - Participating in on-call rotation of Service Desk after hours/weekend support for urgent and escalated issues. No additional details about the company were provided in the job description.,