Helpdesk Technician I

ESSENTIAL JOB RESPONSIBILITIES: include but are not limited to: Supports and demonstrates IMA’s core values. Values and understands the importance of diversity, equity, and inclusion among all IMA associates. Manage assigned Help Desk tickets as well as Help Deck Queue to make sure incidents are dispatched or resolved according to SLAs. Respond to customer issues via phone, email and computer chat Provide customer assistance Document customer interactions Escalate issues to the next Tier with next level of difficulty Follow-up with customers to ensure issues are resolved Troubleshoot and triage end user desktop/hardware, operating system, and application problems Support the use and functionality of Microsoft Office 365 applications.…