Enterprise It Operations Specialist
Raleigh, North Carolina, United States
• Responds to and resolves incidents and requests for assistance with end-user systems while providing a superior customer support experience. • Performs hardware installations, repairs, maintenance, software installations and upgrades. • Recommends process changes that improve the implementation, maintenance, and support of end-user equipment and software. • Maintains documentation for each incident or request, and escalates complex problems to the next level of support. • Takes responsibility for follow-up services or problem escalation. • Coordinates vendor repair services for onsite and offsite work. • Diagnoses errors or technical problems, and determines and implements proper solutions. • Provides end-user training as required. • Effectively works with customers, service desk and technical services personnel.