Job Title

Essential Functions:Answers all incoming calls and IT emails providing Level 1 support in a timely manner.Enters appropriate and usable data into CRM IT Technical Support Ticketing system.Provides troubleshooting assistance through the use of remote controls tools such as Proxy master and VNC Client to connect to customers for remote terprets, analyzes, diagnoses, documents, and resolves Level 1 IT issues related to internally supported hardware and software within first call.Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and stalls, diagnoses, and resolves Level 1 problems for hardware, peripherals, and software systems.Manages internet security via Websense; adds and removes objects as well as manage permissions.Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions.Creates simple queries and runs pre-written stored procedures in SQL Server 2008.Performs basic administrative and security tasks for a variety of applications and software, including but not limited to MS Sharepoint, Great Plains, Kwiktag, DL Plus, Kronos, Active Directory, BrainShark, and Exchange.Provides outstanding customer service and responsiveness to all end-users across all locations.Guides users through step-by-step solutions.Assists users in operating IT equipment.Provides technical assistance and training, and recommends remedial actions, as needed.Escalates complex issues to different IT Teams, as municates resolution status proactively to ensure customer timeframe expectations are met or exceeded.Creates, assigns, and reopens tickets to appropriate IT Technical Support office.Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hou