Information Technology Support

 Provide IT support for end-users by telephone, remotely and deskside for EPA Region 3 that includes Philadelphia, Fort Mead Maryland VA, and West Virginia. Fielding 30-45 calls per day utilizing Remedy and Service Now ticketing systems. Provide support for users for Microsoft Office 365 issues.• Create, unlock and disable Active Directory accounts. Account creations include external networks.• Serve as the first point of contact for troubleshooting hardware/software, computer systems, printer issues, and multiple unclassified and classified networks.• Connect printers to the applicable network.• Monitor ticketing queue and work on assigned tickets.• Communicate effectively with users and update tickets with all relevant information.• Assist staff with installation, configuration, and ongoing usability of desktops, laptops, peripheral equipment, and software complying with given standards and guidelines.• Train and guide staff hardware and software usage.• Ensure desktop computers interconnect seamlessly with diverse systems.• File recovery• Computer Imaging.• Remote into user's PC.• Recommend and implement upgrades on systems to ensure longevity.• Identify and repair hardware and network connectivity issues.• Assist in technical upgrading and maintaining of entire desktop systems.• Ability to work in a fast-paced, constantly changing, information technology environment• Strong customer service• Strong verbal and written communication skills• Database management including strong attention to detail and problem solving• Ability to work multiple priorities simultaneously• Skill in organizing and coordinating data calls• Ability to follow-through on any task that cannot be completed immediately