PACS
Salt Lake City, UT, USA
General Purpose Answer incoming calls, gather information to create support tickets in our ticketing system, escalate tickets to support teams, troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools. Essential Duties Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance during After Hour times. Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions. Install, and update software applications, and hardware peripherals. Troubleshoot network connectivity issues, assisting with VPN access, Wi-Fi problems, and basic network-related inquiries. Educate end-users on best practices and self-help procedures, helping them resolve common IT problems independently. Escalate complex or unresolved issues to dedicated support teams, ensuring timely...