Help Desk
Our help desk technicians are committed to delivering a high-quality customer service experience
Level 1 Help Desk support will remediate user issues in the following areas:
- Workstation Hardware Support
- Operating Systems Support
- Printing / Network Connectivity Support
- Core Application Support
- Email Client (Outlook /Outlook Express/GroupWise)
- Microsoft Office Standard Suite
The Level 2 analyst will apply advanced troubleshooting including remote connection to a server to achieve resolution of the issue. Typical second-level escalation causes:
- Software/application-related incidents
- Printer-related problems such as mapping, drivers and connectivity
- Incidents related to a network such as log in and response issues
- Server based Password resets
- User add, moves, or changes in Active Directory
- Firewall Troubleshooting (with documentation)
- Server Diagnostic, Server Troubleshooting (OS only)
