Sumeru inc
Washington, DC
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Job Description :
Hi ,
This is Amit from Sumeru INC.
Please go through the job description below and if you feel comfortable with the Required skills and responsibilities, please reply me back with your updated word doc resume to or contact me for more details at.

Job Title: IT Service Desk
Location: Troy, MI / Remote till covid
Position : 50
Description :

1. Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
2. Route problems to internal 2nd and 3rd level IT support staff.
3. Coordinate and manage relationships with vendors and support staff that provide hardware / software network problem resolution.
4. Administer and provide User account provisioning.
5. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention''s.
6. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders /incidents to appropriate support teams and follow up until closure.
7. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
8. Perform user account management activities
9. Escalate complex problem to appropriate support specialists
10. Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
11. Troubleshoot client software and basic network connectivity problems
12. Identify, evaluate and prioritize customer problems and complaints
13. May train users and operators on a limited basis and/or may write training procedures
14. Participate in on-going training and departmental development
15. Routine maintenance updates with other IT staff and business units
16. Provide all required documentation including standards, configurations and diagrams
17. Provide knowledge transfer of EUC operations
             

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