-1st line of defense for all IT related issues within customer site
-Supporting over 30,00 users (via phone, and online chat)
-Provide technical assistance and telephonic support for Service Desk
-Maintain documentation of problems
-Monitor and support ticket workflows
-Coordinate with IT service providers and communicate outages and plans for recovery
-Most common troubleshooting issues- password resets, verifying active directory accounts, voicemail resets, and properly documenting issues to be escalated to 2nd tier service desk
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.