LPS Hiring! Full Time Information Technology Administrator in - Ricebowl

Job Responsibilities:

• Act as first point of contact and first responder for IT incidents reported by end users, via email, phone, and other online channels as required.
• Perform Level 1 troubleshooting with First Call Resolution using remote assistance tools (e.g. Bomgar).
• Provide automated phone system with call recording, request for callback, voice mail, automated answering.
• Log and track with resolver groups on their respective tickets Manage End-to-End ticket life cycle, monitor relevant metrics (e.g., Service Level Agreement) and ensure proper ticket closure based on industry best practices - Information Technology Infrastructure Library (ITIL).
• Answer calls in an appropriate manner with proper ticket closure of received or abandoned calls Administer Password Resets and Account Unlock only when required, as self-service feature is available for users.
• Administer BitLocker recovery pin support. Administer onboarding Cisco DUO 2FA registration Perform grant and removal of access to network shared drive.
• Update and review basic troubleshooting questionnaires on Level 1 support.