NWPX Infrastructure
Vancouver, WA
ABOUT THE JOB: As the second tier of the technical support team, work to troubleshoot, triage, and resolve user issues with desktop applications, network connectivity, computer hardware, and peripherals. Enter and manage workload in our trouble ticket system; reviewing and responding to escalated end user requests. Use remote management tools to diagnose problems. ESSENTIAL FUNCTIONS AND MAJOR RESPONSIBILITIES: Monitor ticket queue for new tech support requests, gathering information from end users to properly categorize and troubleshoot issues for either resolution or escalation in a timely fashion Answer telephone calls to the tech support line and accurately transcribe information into a trouble ticket, capturing all relevant details and contact information Prioritize issues and task-switch as new requests come in Create, remove, and manage permissions of User Accounts within Active Directory and other systems Utilize remote monitoring and...