Monitors the operation of routine tasks and events, based on standard operating procedures (SOPs) associated with IT Desk Support of end users on a variety of computing issues, especially those related to personal computing or network computing. These tasks may include, but are not limited to, identifying, documenting and troubleshooting routine and non-routine events and the technical problems behind these events for end users. Researches non-routine events against the IT problem database for resolutions. Documents, tracks and monitors problems in the IT problem management database to ensure timely resolution. Serves as first level support of non-routine events and incidents for end users, responds to telephone calls and emails from end users. Initiates new SOPs for the IT Desk. Tests new SOPs for the IT Desk environment, elevates incorrect SOPs for correction or revision. Knowledgeable about the IT life cycle requirements for assets and updates the IT asset management program as required. Provides management with reports on status of the IT Desk portfolio. Competent to handle most of the issues but may still require some instruction and guidance for some issues. Safeguards physical access to Exchange restricted data, processes and services.
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Job Type
Full-time
Career Level
Entry Level
Industry
Insurance Carriers and Related Activities
Education Level
Bachelor's degree