Locke Supply Co

Support Engineer

• Answer direct calls to the Helpdesk for IT support
• Create support tickets for issues reported by phone and email
• Act as the first point of contact for help desk tickets, ensuring necessary information is included for resolution or escalation to second level
• Review escalated resolutions to gain understanding of issues
• Resolve incidents using existing documentation and predefined procedures
• Identify and suggest improvements to documentation and procedures
• Follow up with customers and provide ticket status updates
• Support associates with the company’s ERP system and other business applications
• Assist with new-hire onboarding, including equipment, account, and configuration preparation
• Install or configure software required for user roles
• Troubleshoot email and internet connectivity issues involving Office 365 and Outlook
• Assist with special projects as requested
• Visit remote locations when needed
• Assist with user moves requiring relocation of IT assets

IT Support Technician