IT Service Desk Operative

Provides first and second level support to end-users including problem recognition, research, isolation, and resolution steps.
Troubleshoots and resolves issues; coaches, mentors and encourages users.
Participates in special projects as requested.
Mentors and coaches on technical solutions.
Serves as last line of support before issues are escalated to other IT Services staff.
Provides procedural and or technical guidance to more junior coordinators.
Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems.
Provides technical support to the organization's internal users of computer applications and hardware.
Responds to and correctly resolves tickets, both via telephone remotely and in person, in a professional and timely manner according to IT Services procedures.
Stages, re-stages and configures new or existing systems as needed.
Maintains ownership of assigned tickets through end user follow-up.
Enters complete resolutions in ticket system completely and timely and determines when to escalate.
Coaches and mentors other service desk staff to increase competency levels.
Recommends policies/procedures to improve ticket resolution times.
May be responsible for the building and deployment of IT assets.
Participates on service desk project teams as requested, including occasional remote site implementations.
Assists in creation/update of knowledge base articles for the IT services knowledge base.
Adheres to IT services policies regarding incident, problem, change and service request management.
Coordinates service with third party vendors for IT equipment.
Performs other duties as assigned.