- 5+ year in a technical support/service desk or call center environment preferred.
- Hands-on experience with computer troubleshooting, Windows OS, MS Office 365 & remote support tools.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management) is a plus.
- Solid understanding of Windows-based environments & common business applications.
- Serve as a primary point of contact for technical support via phone, email, chat or in-person.
- Troubleshoot & resolve issues related to hardware, software, networking, phones, remote access (e.g., Citrix) & Microsoft 365 applications.
- Accurately log, track & manage all support requests in the ticketing system, ensuring timely follow-up & resolution.
- Assist users with system procedures & application functionality, including company websites, internal tools & agency interface systems.
- Escalate complex issues to appropriate internal teams or external vendors when necessary,
while maintaining ownership of the user experience.
- Maintain and update user documentation, technical articles & internal knowledge bases.
- Recommend process improvements & contribute to SOP (Standard Operating Procedure) documentation.
- Stay up to date on new technologies, internal system updates & best practices.
- Provide basic support for new employee onboarding including workstation setup & user account configuration.
- Assist with reporting & data manipulation related to help desk metrics or system usage.
Nice to Have
- CompTIA A+, Network+, or Microsoft Certifications
- Commitment to continue learning through courses, certifications & in-house training.