Support all Mary’s Center locations and respond to IT service calls over the phone, teams, and in-person
Answer questions or resolve computer problems for users in person, via telephone or from a remote location
Support and assist in the documentation process of IT governance and HIPAA
Provide support concerning the use of applications, computer hardware, and software, including printing, Skype for Business, OneDrive, Shared Documents, etc.
Manage, monitor, route and document trouble tickets within established and acceptable timeframes
Provide resolution to incident reports and incident requests within an established and acceptable timeframe
Incidents that are not resolvable at first contact are forwarded to the appropriate support team for resolution
Provide written monthly reports response times, resolution times, number of tickets closed to the supervisor