Receive and respond to user support requests via phone and email regarding business application issues and usage questions
Troubleshoot application-related problems and guide users through step-by-step resolution processes
Identify the nature of reported issues and accurately log incidents in the tracking system
Escalate unresolved or complex issues according to established procedures
Research solutions using technical databases, reference materials, and collaboration with team members
Provide clear, accurate, and timely responses to general application and administrative environment questions
Communicate status updates effectively to users and internal teams
Assist with coordination of application changes, upgrades, and new product rollouts
Track, manage, and report time spent on all assigned work activities
Adhere to defined quality standards and service expectations
Work collaboratively within a team environment to meet service goals
Complete assigned tasks and maintain strong written and verbal communication skills
3+ years of experience promptly answering help desk phone calls in a professional support environment
3+ years of experience promptly responding to help desk emails and user support requests
3+ years of experience escalating issues to senior staff by assigning ServiceNow incidents to the appropriate technical resources
3+ years of experience performing computer repairs as needed
3+ years of experience installing software and system updates on end-user computers
3+ years of experience assisting senior technical staff with lower-level tasks such as acquiring data and running reports
1+ year of experience running daily reports and distributing them via hand delivery or inter-company mail
1+ year of experience creating and documenting ServiceNow incidents for all phone and email requests
1+ year of experience providing assistance with cable clean-up, basic installations, data center cleaning, and moving or racking equipment
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