Communicate electronically and in-person with our customers who are experiencing technical difficulties with our products. Consult user guides, technical manuals and other documents to help customers reach resolution. Train end users in response to identified difficulties that they are having. Collect, organize and maintain a Problems and Solutions log for use by other technical support analysts. Liaise with internal departments to investigate and escalate technical issues as appropriate

Assessed, diagnosed, and troubleshot malfunctioning hardware and software deployments to support nonstop operations. Recorded information surrounding IT malfunction and failure to assist future rebuilds. Documented all Help Desk interactions, including client information, problem description, suggested resolution, and results