About the Role
Description
:Serve as the initial point of contact for all IT support requests via Jira Service Management tickets, calls, and email requests.
Participate in an on-call rotation supporting our nationally dispersed employees outside of office hours.
Provide timely communication and resolution in adherence to service level agreements.
Accurately capture and document issue details, symptoms, and all troubleshooting steps taken in the corresponding Jira ticket.
Perform basic troubleshooting for hardware, software, account access, and connectivity issues among others.
Resolve common requests independently (e.g., password resets, access requests, software installs, driver updates, M365 issues).
Route complex tickets to Tier 2 or specialized support teams with documented triage and troubleshooting steps taken before escalation.
Monitor open tickets and proactively update users on progress.
Deliver excellent customer service by setting clear expectatio...
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