- Provide a multitude of companies and their diverse network, software, and server needs with dedicated troubleshooting, support, and problem resolution for a diverse collection of technologies- Configured Cisco phones and worked in their different phone systems (CUCM, Unity, UCCX, Desktop Administration)- Manage accounts on varying environments and platforms- Utilize proactive network monitoring and response- Restore files from backup systems- Maintain and update physical and virtual servers in various environments

Service Desk Technician 1 Job Summary: Primarily responsible for fielding support requests that are received at Involta and ensuring courteous, timely and effective resolution of end user issues. This includes receiving, prioritizing, documenting and actively resolving end user requests and escalating incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution will involve the use of diagnostic and support request tracking tools, as well as require that the individual give remote support at the desktop level. This position requires a keen eye for attention to detail and the ability to be resourceful in the changing landscape of Information Technology. In addition, the successful candidate will be results driven, and committed to building and maintaining client relationships.Essential Duties and Responsibilities: • Respond to requests for technical assistance in person, via phone, and electronically• Triaging incident reports and service requests to ensure all pertinent information is obtained to facilitate resolution• Resolve technical hardware and software issues by utilizing documented processes• Logging detailed descriptions of service requests, incidents, and problems in ticket database • Identify situations requiring urgent attention, facilitate Third Party vendor assistance when appropriate and escalate to next Level if unable to resolve• User account creation, deletions, modifications and password resets (Active Directory and applications)• Follow standard service desk procedures• Voicemail and phone extension change requests• Software and hardware install and uninstall requests, including configuration • Process Alert notifications from monitoring tools that have been documented for resolution• Facilitate equipment orders• Advise user on appropriate action, document resolutions and perform timely follow-up on incidents and requests

- Worked on project to provide SSO to all users so their roaming desktop could follow room to room- Imaged machines utilizing enterprise level software- Provided support to end users on a variety of issues (Desktop, Networking, Printers, Etc.)