Associate Tech Services Desk

14 Minutes ago • All levels

Job Summary

Job Description

This role involves providing first-line user support, troubleshooting hardware, software, and connectivity issues, escalating complex issues, coordinating service requests (including software installation and administrative tasks), and managing tickets to closure. The role requires ensuring users are updated on progress and complying with relevant policies and procedures. The individual will also contribute to the Service Desk knowledge base and support the organization's SLAs. Successful candidates should have a high school diploma or GED, and less than one year of experience in the area of responsibility.
Must have:
  • Provide first-line user support and guidance to users.
  • Troubleshoot hardware, software, and connectivity issues.
  • Escalate complex issues to resolver teams.
  • Coordinate and fulfill end-user service requests.
  • Manage tickets to closure and keep users updated.

Job Details

What success looks like in this role:

• With guidance, performs routine support duties, including:
 o Assisting with first line user support by guiding users through the necessary steps to restore functionality,
 o Troubleshooting hardware, software and connectivity issues using remote access tools
 o Escalating complex issues to 2nd and 3rd level resolver teams, and
 o Coordinating and fulfilling end-user service requests including installation of software and user administrative related requests.
• Ensures tickets are managed to closure and keeps users / clients updated on status and progress.
• Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures.
• Contributes to continues improvement of the Service Desk knowledge base.
• Delivers results in support of the organizations SLAs.
• Assists with special projects as assigned

You will be successful in this role if you have:

High School diploma or GED required
Generally, less than 1 years’ experience in area of responsibility

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.

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