IT Support Service Desk Student Employee

Job description

Job Title: IT Support Service Desk Student Employee Location: Charlotte, NC, EPRI Palo Alto, Palo Alto, CA Job Summary and Description: The IT Service Student Employee will assist the Service Desk team and other IT units regarding potential problems or issues affecting the EPRI computing community. The Student Employee will provide user support via phone and in person, troubleshooting and supporting Desktops, Laptops, mobile devices and printers. Duties & Responsibilities: Responds to inquiries and requests from users for assistance with EPRI workstations, mobile devices, printers and processes Assist and learn Cisco WebEx as a Level I support Resource Monitors new tickets in a timely manner, accurately logging user requests and incidents, tracking to resolution within SLA and escalating to Level II Analysts or other IT units as necessary Identifies problems, troubleshoots and provides solutions to assist users Alerts Lead, other Analysts, Service Desk Manager and other IT units as necessary of priority 1 or urgent level incidents and/or requests Coordinates with other units within IT to resolve problems as necessary Provisions workstations for new hires and refreshes according to...