• Responding to phone and self-service requests for assistance from users needing technical support. Provide exemplary customer service and professionalism in efforts to resolve incidents.
• Actively participate with other members of the Information Management team in Incident Management.
• Provide coordination and support for the management of incoming trouble tickets and their subsequent follow up and closure.
• Identify patterns in incidents as well as determine and/or create documentation necessary to efficiently resolve any recurrence of the problem.
• Maintain awareness of change management schedules for potential service disruptions.
• Maintain a working knowledge of the technical applications and functions needed to support users in the enterprise.
• Meet department-specific performance metrics while adhering to the incident handling policies and procedures.
• Perform other duties as assigned.

Salary Pay Range: 07

Salary Pay Range: 08

Salary Pay Range: 09

Salary Pay Range: 10

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
• Click here to view Global’s comprehensive Benefits Programs