End User Support Associate

Job description

Job Summary: Participate in collaborating with the other IT teams in department-wide projects. Follow team schedules and ensure that support coverage and on-call schedules are defi ned and communicated accordingly. Ensure all the team's tickets are handled within the established SLAs. Job Responsibilities: - Complete detailed information on requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved - Act as the escalation for all computer and system-related concerns from clients or other employees that cannot be resolved by the Service Desk. - Organize and file documentation about warranties and instructional guides for computer hardware - Maintain a working log detailing all required system updates, as well as the date of completion - Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems - Resolve technical issues related to network interruptions - Install and configure computer systems and applications within the company. Job Qualifications: (Knowledge, Skills, Experience): - 0-1 year of relevant functional experience in similar roles - Exceptional customer-facing skills - Time-management ski...