-Operates as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications.-Assists end-users/customers in resolving their IT issues accurately and promptly.-Takes detailed notes of the problem the user is experiencing, determines steps they can take to resolve the issue, and manages the flow of incoming support requests.-Interacts with the end-user to resolve the user's technical issues.-Troubleshoot network connectivity issues, working with remote employees on a corporate network.-Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.-Escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own.-Provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem.-Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs.-Support department-wide operations by supporting the creation, editing, and maintenance of IT documents.-Assisted end user with accounts by RDC or MSRA into machines, or by checking and fixing accounts in AD