Serve as an escalation resource of the helpdesk team
Provide excellent customer service through effective communication and active engagement
Resolve IT requests within established Service Level Agreements (SLA)
As needed, escalate IT issues to senior-level technicians, infrastructure team or IT management
Manage own help desk system queue to ensure timely response and resolution times
Assist other team members to help balance the IT workload

🎯 Requirements

Knowledge of infrastructure and cybersecurity fundamentals
Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items
Bachelor’s degree or equivalent combination of technical training/work experience
Minimum of three (3) years of support experience with the following: Windows 10/11, Active
Applications: AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint
Network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices

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