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The service desk is the central point of contact for IT services and support for the College staff, faculty and students. Support College owned hardware, peripherals, operating systems, and approved software applications. Provide support of basic telephony applications such as mobile devices, voicemail, and Automatic Call Distribution. Create and maintain support documentation in a central Knowledge Base. Utilize a call tracking system for call information; call tracking, resource management and…
coordination resolution. Readily determine the end user's problem, apply the appropriate skills, and utilize the correct resources to resolve the problem. Document and maintain a detailed history of the case notes related to the end user's problem and ultimate resolution. Maintain up-to-date support documentation in a central Knowledge Base. Verify end user detail is correct in trouble tracking system address book. Travel between campus locations may be required. May provide auxiliary support for other CIT teams during peak times. Perform related duties as assigned.
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