Description

Primary Responsibilities
• Respond to assigned Help Desk tickets and calls in a timely manner per predefined
SLA’s.
• Cover Tier 1 ticket monitoring and responses when necessary.
• Escalate Tier 3 tickets to senior members of the team.
• Available for after-hours projects and maintenance as required.
• Resolve tickets within predefined SLAs.
• Execute problem solving workflow for new and unfamiliar tickets.
• Troubleshoot and resolve M365 administration tickets escalated from Tier 1.
• Troubleshoot and resolve network/infrastructure tickets escalated from Tier 1.
• Plan, implement and support VOIP solutions for customers.
• Provide on-site support for customer tickets and issues as needed.

Secondary Responsibilities

• Be available for project implementation and support, as assigned by supervisor or
project team.
• Place orders for customer and company equipment utilizing defined workflows and
documentation.
• Document solutions to problems and provide training for Tier 1 team as needed.
• Respond to company communication in a timely manner, included but not limited to
Emails, Teams, etc.
• Manage time expectations, raise flags about blockers or delays daily.
• Engage in personal growth plan (identify, with help, areas of improvement and work
toward it)
• Availability for up to 4 weeks of travel time per year as needed.
• Available to serve one-week rotations of on-call hours on Help Desk, which covers 5 PM-
10 PM on weekdays, 8 AM-10 PM on Saturdays, and 12 PM-5 PM on Sundays, excluding
part-time employees that are enrolled in school.
• Perform all other duties as assigned by supervisor.

Summary

The primary purpose of your job position is to troubleshoot complex helpdesk requests that are escalated by the Tier 1 techs or directly assigned by your supervisor.