IT Support

• Manage daily Tier 1 helpdesk operations and ticket queue performance.
• Review, assign, and monitor incoming tickets to ensure accurate categorization, prioritization, and routing.
• Oversee the helpdesk phone queue to ensure calls are answered promptly and handled with professionalism, maintaining appropriate coverage throughout business hours.
• Maintain SLA compliance by tracking response and resolution times and escalating issues as needed.
• Supervise, coach, and mentor helpdesk staff to ensure excellent customer support and technical accuracy.
• Serve as the primary escalation point for Tier 1 issues before elevating to higher support tiers.
• Provide ongoing performance feedback and assist with training and developing staff.
• Review, maintain, and improve ServiceNow processes related to helpdesk ticket handling, workflows, and support automation; collaborate with IT leaders to implement efficiencies and self-service enhancements.
• Provide first-level support for printers, multifunction devices, and audio/visual systems, including meeting room technology, conference equipment, and related connectivities.
• Assist with audit activities by gathering documentation, ticket data, and system information as required to support compliance and IT governance initiatives.
• Serve as a second set of eyes for quality assurance by reviewing helpdesk tickets, documentation, and communication to identify and correct errors, ensure accuracy, and maintain service standards.
• Develop and maintain helpdesk documentation and knowledge base content to ensure consistent, accurate, and efficient issue resolutions for Tier 1 support and end users.
• Review recurring incidents and collaborate with other IT teams to identify root causes and process improvements.
• Maintain clear and timely communication with users, ensuring expectations are set and updates are delivered.
• Generate and analyze reports on ticket metrics, service performance, and customer satisfaction.
• Ensure proper documentation and adherence to IT policies and standards.
• Perform other duties and special projects as assigned.
• Promote and demonstrate behaviors consistent with CoreSite’s culture and core values.

IT Helpdesk Manager

Lead IT Administrator

Senior IT Manager – Surgical OU R&D Business Partner

Enterprise Architect

IT Support Specialist