: W2 and PST working hours
- Provide remote Tier 1 support help desk for Windows, Macintosh, iOS and Android operating systems on client issued devices and personal BYOD platforms.
- Perform as the default technicians for all Tier 1 service calls.
- Elevate Tier 2 issues to on-site technicians when required.
- Collaborate with and, if necessary, transfer tickets to on-site staff for issues requiring elevation or in-person support.
- Utilize remote access tools (i.e. Splashtop or equivalent) to provide remediation of desktop issues.
- Utilize the current IT Service Management (ITSM) ticketing system, properly documenting the solution and include the ITSM component involved and machine asset number.
- Track weekly metrics to include: number of calls received, resolved, and escalated; a summary of issue types addressed (tracked with the ITSM components) for use in clients ITACS root cause analysis.
- Attend telephonic/Teams meetings as designated.