About the job
- Respond to and resolve incoming IT support calls from staff, striving to handle issues directly over the phone or through team collaboration.
- Effectively manage and resolve user support tickets submitted via email.
- Troubleshoot system installations while performing upgrades and maintenance procedures utilizing Azure.
- Develop and maintain FAQ materials and training manuals tailored for end-users.
- Engage with other IT teams and workgroups to support collaborative projects and initiatives as required.
- Escalate unresolved matters to the appropriate tier of the IT support team, ensuring timely ticket resolution.
- Propose recommendations for new software and hardware solutions.
- Contribute ideas for process improvements, representing the end-user perspective.
- Assist the IT team with the testing of software, hardware, and applications.
- Participate in additional projects as assigned.

