TAXWELL

IT Support

• Provide frontline technical support to end users via phone and internal helpdesk portal
• Uphold established security policies and protocols to protect the organization’s assets and resources
• Perform end user account provisioning and onboarding for new employees and contractors
• Gather information from end users to accurately diagnose and resolve a variety of technical issues
• Handle issues escalated from Tier I IT Helpdesk staff and escalate unresolved complex issues as appropriate
• Work closely with other helpdesk technicians and systems administrators to research and diagnose technical issues and collaborate on projects
• Analyze reported issues to determine potential severity and scope and report to IT Helpdesk Manager and IT Systems Director as needed
• Accurately document relevant details and issue resolution within support tickets submitted via internal helpdesk portal
• Participate in rotating evening/night and weekend on-call shifts as scheduling requires
• Perform other related duties as assigned or requested

Help Desk Technician II