IT Customer Service Representative

Role: IT Customer Service Representative Start Date: 03/01/2023End Date: 03/01/2024Location: Houston, TX.Rate: DOEIs any remote work allowed? No, 100% onsite from Day 1

• Able to assist a user with first time logon, perform an introductory briefing for where to find help/request applications, etc.
• Able to operate in ServiceNow (the ticketing portal) to close requests, raise incidents on users behalf & assign assets.
• Need to escalate any issues beyond the above to their lead and/or project command center.
• Deploys assigned laptop to identified user & assists with initial login.
• Performs user orientation with assigned system, including directing user to request additional applications as required.
• Ensures asset is assigned appropriately to user within asset management system.
• Manages assigned tasks via ServiceNow.
• Escalates any migration related issues to lead.
• Solves simple technical issues involving the performance & status of desktop/laptop and software resources.
• Performs initial diagnostics and resolves the majority of user's operational problems during the first contact.