Service Ticket Management
- Monitor ticket system for incoming requests and assign or respond as appropriate.
- Respond to basic service tickets and calls under supervision per SLA.
- Follow existing documentation to resolve standard requests.
- Collect preliminary information for tickets requiring escalation.
- Escalate issues according to Escalation Guidelines when beyond junior scope.
Troubleshooting, Documentation & Escalation
- Assist with basic user-reported hardware requests (computer, phone, printers)
- Troubleshoot simple user-reported issues within supported software.
- Document troubleshooting steps taken according to documentation guidelines.
- Document solutions for straightforward issues.
- Provide on-site support under guidance when needed.
- Collaborate with IT Service Technicians, Specialists, and Administrators for resolution of requests.
Communication, Time Management & Professional Development
- Respond to company communication in a timely manner, included but not limited to Emails, Teams, etc.
- Manage time expectations, raise flags about blockers or delays daily.
- Proactively engage in a personal growth plan (identify, with help, areas of improvement and work toward it).
Availability & Scheduling
- Available for after-hours projects when required.
- Available to assist with project implementation and support.
Other Duties
- Perform other duties as assigned by supervisor.
- Assist with miscellaneous tasks and requests outside of established systems.
