Job Title Perform Tier I level (first contact emails, first ticket response, answering calls, etc.) of end user support regarding system issues and tracking to resolution and determining root cause analysis. Provide daily help desk services (password reset, application entry, routine service tasks) regarding the support of projectwise/adobe systems for user operations. Perform daily user management monitoring and maintenance activities. Take ownership of issues and requests that come in through by triaging, prioritizing, and assigning tasks to ensure timely resolution and escalate depending on need by coordinating/communicating with Client and/or document administrator. Assist system users who do not understand how to obtain access to supported systems. Research user questions and issues to effectively prioritize and escalate as required. Troubleshoot system issues and workflow requirements of complex application systems. Assist in the recommended user system access modifications to meet the needs of end users. Investigate system problems to determine cause (i.e., hardware, software, user error, lack of training, need for clarity in program guidance, etc.) and use reasoning to resolve issues with provided guidance. Select the most appropriate plan of action to resolve end user needs. Provide outstanding customer service and problem solving skills. Effectively interact with technical and non-technical staff at all organizational levels. Demonstrate ability to work successfully with a diverse group of customers. Understand business functions related to the supported applications. Maintain a current knowledge of relevant technologies as assigned. Assist in the creation/deletion of document management system users that need access to role based projects. Assist with associated system role based access. Ensure user access protocols are adhered to and the user has access to appropriate systems. Apply To this Job