Tier 1 | Support

• Front-end support
  1. Tickets will be assigned to and managed by this role first
     • Escalate tickets to appropriate tech
     • Flag critical tickets
     • CC appropriate staff
  2. Performs basic troubleshooting for immediate issues
     • Computers, printers, copiers, tablets, phones and department specific devices
  3. Creates, updates and closes tickets for requests and issues
  4. Answers support calls and messages
  5. Escalate appropriate tickets to tier 2/tier 3 based on issue complexity
• New Employee Onboarding
  1. Create user accounts in Active Directory, Office365
  2. Setup computers, laptops and mobile devices
  3. Manage door access controls
• Mobile device setup
  1. Wipe, update and prepare iPads/iPhones
  2. Work with mobile carrier for line transfers and device changes
  3. Configure devices with MDM
• Handle password and user account maintenance requests
  1. VIP, Office365, Windows or other password assistance
• VIP Delivery application setup
  1. Setup mobile printer with iPhone
  2. Assist with login information
  3. Troubleshoot application when issues occur
• Equipment repairs (RMA) processing
  1. Generate ticket for all devices involved in RMA
  2. Update asset information and include issue details
  3. Ship/Receive equipment
  4. Update ticket with communication from repair facility
     • Keep organized records of RMA numbers and email communications
• Delivery & Operations equipment setup/troubleshooting
  1. Setup delivery handheld devices (back from repair, software bug repair, etc.)
  2. Setup iPhones for warehouse picking tasks