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North Canton Ohio Contract Posted by: Beacon Hill Staffing Group Posted: Friday, 15 January 2021

Essential Functions

  • Answer calls and respond to tickets and emails
  • Quickly and accurately determine incident scope and impact.
  • Provide support and resolve problems to the end user's satisfaction
  • Monitor and respond quickly and effectively to requests received through the Support Center via Call, ticket or email
  • Monitor tickets assigned to the queue and process first-in first-out based on priority
  • Troubleshoot issues with end-users and work toward first call resolution
  • Deliver high quality assistance to on-site and remote personnel
  • Utilize and maintain the Support Center tracking software by maintain issues in the system from first contact with end user including responsibility for call ownership
  • Document all information according to standard operating procedures
  • Install, test and configure new workstations, peripheral equipment and software
  • Maintain inventory of all equipment, software and software licenses
  • Manage PC/Laptop setup and deployment for new employees using standard hardware, images and software
  • Setup new employees/consultants/Vendors information into Active Directory
  • Assign users and computers to proper groups in Active Directory
  • Perform timely Workstation hardware and software upgrades/break fix as required
  • Identify and Escalate problems as required to support teams.
  • Act as a liaison between customers and technical escalation teams.
  • Update the internal knowledge base with issue resolution details
  • Support computers, laptops, tablets, smart phones and applications
  • Assist users in detecting and removing viruses, spy ware, and other malicious software

North Canton Ohio, United States of America
Beacon Hill Staffing Group
1/15/2021 4:56:54 PM

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