Production/Service Desk Technician
Monitors and documents production jobs daily, (interfaces, reports, security, faxing, backups, etc.) for accuracy, errors or issues. Scheduled corrective action when error conditions occur. Responsible for managing HelpSpot for accuracy and timely responses. Follow-up with users on issues while documenting the follow-up in the system. Creates tickets and assigns resources as necessary to satisfactorily resolve the issue. Documents, and resolves tier 1 trouble tickets. Escalates tickets as necessary to appropriate support associate. Provides monthly reports on service desk performance and satisfaction surveys. Produces and manages all departmental written documentation and procedures.