100% remote Hours will start at 5a or 6a PST. JOB FUNCTIONS / RESPONSIBILITIES • Provide Tier 1 IT Service Support for internal company users. Volume: 30 calls per day approx. Providing support (app error, password reset), 1st contact support. 400 locations North America. Approx 30 calls/day. • Update passwords • Ability to assess, triage and resolve technical issues • Proficiency in using incident management tools and processes • Manage Incident Reports in accordance with IT Service Management process • Escalate complex incidents to 2nd level support teams, • Follow through on high priority incidents to ensure timely documented updates • Perform duties with minimal supervision • Maintain Knowledgebase and other internal processes and procedures • Support deployed system(s) • Perform service desk administration responsibilities as required QUALIFICATIONS: • 2+ years of IT or technical related experience required. • Some experience within a call center • Patience + customer service. Good written communication. • Windows and Cloud environments (Azure + AWS). Tool: Sharewell, branded as Service Solutions. Sharewell is equivalent to ServiceNow. Uses ITIL framework. • Ability to work effectively within a team environment. • Proven problem solving and troubleshooting skills. • Knowledge of PC OS systems; hardware and software. • Demonstrated analytical skills. • Ability to effectively communicate both verbally and in writing. • Person needs not be afraid of asking questions. • Customer Service oriented. • Possess effective listening skills. • Proven ability to multi-task and stay organized. • Conceptual understanding of LAN/WAN network infrastructure, Mainframe and AS400. C2C is NOT available for this position