Thomas Ely Email & Phone Number

San Diego, Ca, Us

San Diego, California, Us

provide a single point of contact for end-users to receive IT support. This includes monitoring the Helpdesk phone queue and the ticketing system Track-It, as well as providing walk-up support. Problem areas will be recorded and all issues will be resolved in a timely manner or escalated to the Desktop Systems group. Submits purchase requisitions for hardware and software licenses. Provides application support (MS Office, Oracle, Agile, Salesforce). Monitors installations for encryption, antivirus and backup software. Assists with creating/deleting Active Directory accounts, Moving objects to the correct OU’s, resetting passwords, creating exchange and Lync accounts. Installs software remotely

San Diego, Ca, Us

Provide first level technical support with an emphasis on customer service for PC, MAC, Linux, UNIX, networking, enterprise applications and printer problems. Act as central point of contact for peripherals and office systems technologies such as e-mail clients, broadband access, remote access methods, software based firewalls, virus scanning software for Qualcomm's employees worldwide. Answer incoming customer phone calls and e-mail while providing superior customer service. Responsible for the ownership of incident creation, resolution and closure. Utilize current problem and knowledge management software in accordance with standard operating procedures to track all inbound calls, e-mails and service requests. Actively listen to each customers request; confirm an understanding of the issue, diagnose the problem and provide an accurate solution. Document all call information including troubleshooting steps that pertain to a successful resolution and closure of the customers issue. Utilize basic networking functions and support for e-mail clients is essential.