About this role
Provides first and second tier support to end users for Client (PC), Server, Network, and Voice Software and Hardware to meet or exceed Service Level Agreements. This position works under general supervision and will escalate problems to specific groups if issues cannot be resolved. ESSENTIAL DUTIES AND RESPONSIBILITIES Incident/Request Management Process Responds to internal customers to resolve their technology problems. This includes first line support for client (PC), network, server, and voice hardware and software. Enters and manages Incident and Service Request tickets in ServiceNow (IT Service Management Application). Provides technical support related to various computer programs used by Franklin Electric employees across all business functions. Provides hardware support for computers, phones, and other technological equipment used by Franklin Electric. Performance is measured based on average duration of tickets. Asset Management Process Deploys new PC to end users and trains them in their use. Utilizes imaging and deployment tools. Uses ServiceNow to maintain and track IT assets and inventories. Performs other related duties as required or assigned