Helen W.
IT Specialist & WGU Student | CompTIA Security+, Network+, A+ | 10+ Years Experience | Transitioning to Cybersecurity & Digital Forensics
- Role
- Legal IT Support Specialist at Kutak Rock
- Location
- Omaha, NE, US
- LinkedIn followers
- 500 followers
Experience
Legal IT Support Specialist
Jun 2015 — Present
Serve as the first point of contact for customers seeking technical assistance over the phone, through email, or in-person· Respond to support requests and resolve them in a timely manner· Perform local and remote troubleshooting through diagnostic techniques and pertinent questions· Determine the best solution based on the issue and details provided by customers· Walk the customer through the problem-solving process· Direct unresolved issues to the next level of support personnel· Provide accurate information on IT products or services· Record events and problems and their resolution in a ticketing system· Follow-up and update customer status and information· Pass on any feedback or suggestions by customers to the appropriate internal team· Identify and suggest possible improvements on procedures
Education
Western Governors University
Bachelor of Science - BS, Cybersecurity and Information Assurance
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