Provides front line service for all IS customer incidents, requests and problems. Analyzes all incidents, requests and problems, and either resolves immediately, or collaborates with other IS teams or vendors to escalate appropriately. Provides high level of customer service and technical expertise. Position Responsibilities:Responds quickly and with exceptional level of service to all incoming customers. Carefully and adeptly analyzes each incident, request and problem. When possible, provides immediate resolution, elseuses preliminary analysis and critical thinking to escalate item appropriately. Elicits information necessary to resolve customer incident, request or problem. Uses Service Now ITSM tool to document customer interaction and troubleshooting/resolution steps taken for each issue. Writes Knowledge Base articles for solutions as they are identified. Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues. Provides support to new team members. Assists with Problem Management tasks (communication, follow-up, etc.) during an active problem. Adheres to IT Business practices and is available for 24/7 support as needed. Position Qualifications Required / Experience Required:2 years of technical support experience plus two years of customer service experience. Service Now preferred;Fundamental understanding of computer hardware and software principals and support. Strong customer service approach required as well as ability to effectively multi-task. Excellent written and oral communication skills along with the ability to interact in a professional manner with all levels of staff and management. Required Education:High School diploma. Technical certificate or Associates degree in IT may be acceptable in lieu of technical experience. Training / Certification / Licensure:Service Now preferred. Customer Service Training preferred Hourly Rate: $24.51 - $36.89 The actual salary/rate will vary based on applicant’s experience as well as internal equity and alignment with market data.