Best Egg

IT Support

• Support workstations by working directly with internal users
• Manage Service Desk incidents and service requests within SLAs
• Analyze and troubleshoot technical issues through tickets, email, telephone, and personal requests
• Monitor, track, and document tickets for timely resolution
• Identify, research, and resolve technical issues
• Verify tickets meet Service Level Agreements and measure performance
• Review survey feedback to improve support experience, tools, and services
• Handle ticket escalations and VIP Support
• Onboard new employees, ensuring equipment and standard access accounts are ready before their start date
• Manage printers and coordinate vendor support when needed
• Maintain physical device, software, and application asset inventory
• Manage hardware inventory and refresh lifecycle
• Conduct yearly asset inventory audits
• Maintain computer images, applications, drivers, updates, and services
• Set up and maintain video conferencing for users, devices, and conference rooms
• Resolve video conferencing issues and escalate to vendors when needed
• Handle escalated issues, manage SLA adherence, and prepare reports
• Document processes and solutions
• Act as escalation point for urgent requests and system/security incidents
• Advise management of events requiring additional support or escalation
• Provide management with ticket escalation process details
• Manage the DES “Solutions” repository
• Develop and optimize ticketing workflows

Explore IT Support Specialist at Best Egg. Review requirements and application details.