Skill Set required: Ticket Management, Imaging devices following process, communications, basic computer troubleshooting

Duties and Responsibilities

• Participate in on call rotation

• Provide accurate and timely updates to work tickets, incidents, and outages

• Develop a command of ITIL service management practices and customization made to SGWS standards

• Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality,

data, reporting, administration, etc.)

• Receive, ticket, and route end user support issues

• Complete issue resolution

• Document all support outcomes, including resolution and notes

• Participate in updating service policies and procedures (where needed)

• Assist with commercial and custom system testing and debugging (new releases, features, etc.)

• Communicate status of issues to users (verbally or digitally)

• Learn and develop expertise in in-scope applications

• Provide the support to resolve incidents

• Maintain awareness of SGWS system environment to ensure the highest level of service and support to the

organization

• Support and maintain knowledgebase with current standards and resolution procedures

Minimum Qualifications

• Bachelor’s or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).

• Strong communications skills (written and verbal)

• Demonstrated patience and empathy for user community

• Ability to follow instructions

• Strong networking skills, including an ability to leverage relationships to solve problems