IT Service Desk Technician Lead V2X

Primary support and interface with site Information Management to ensure all Service Desk resources are utilized in the most efficient manner.

Assists customers with daily functions of computer, network, and software management for the site and all users.

Provides immediate response to all customers who come to the Service Desk.

Provides person to person interaction involves troubleshooting, information exchange and help with ticket submission and issues.

Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.

Remedy call management software and other tools, to log and manage trouble tickets.

Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.

Creates logon and email accounts for customers as needed.

Manages Network Services with Server Manager, Print Queue Management

Works within a small continuous improvement focused team.

Tracks and documents work performed to allow accurate reporting of all Service Desk activities.

Completes all tasks and assignments as requested by Supervisors and Management.

Utilizes Windows account management tools to perform account administration, password changes, group changes, and account expiration date changes.

Performs other duties and assignments as required

Other Technical IT Duties as required.