You will resolve end user inquiries via phone and electronic means. Your focus is to provide level one support including problem resolution within published goals using the Knowledge Base, use Web Resources, etc. to resolve issues. In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer end user issues including, but not limited to: account access, printer support, network drive access, and electronic support troubleshooting, Handle open service requests that are dispatched, analyze the hardware or software problem and write case notes in the tracking system.

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In this role, you will serve as the primary point of contact for customers seeking support with a wide variety of technical and non-technical issues. You will provide real-time assistance and guidance to resolve customer inquiries related to product access, configuration, account management, support entitlements, and general troubleshooting.

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Career Level - IC0

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Responsibilities include:

• Responding promptly to helpdesk tickets via phone, email, or web-based channels
• Troubleshooting and resolving customer issues using established procedures and resources
• Documenting all customer interactions and resolutions in a ticketing system
• Escalating complex or unresolved issues to the appropriate technical teams and providing clear, concise case notes
• Assisting with onboarding and support for new/existing users
• Collaborating closely with team members to ensure timely and accurate issue resolutions
• Maintaining a high standard of customer service and professionalism in all interactions