• Identifies, investigates, and resolves user’s problems with computer software and hardware.• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns. Identifies, investigates, and resolves user’s problems with computer software and hardware.• Consults with users to determine steps and procedures taken to identify and resolve the problem. • Applies knowledge of computer software, hardware, and procedures to solve problems.• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.• Arranges service by software or hardware vendors to repair or replace defective products.• Reimage PC depends on the account that needed to be used.• Ensure all of the ticket request will be resolve within an hour.• Provide and setup computer on each production request with the operation managers.• Collaborate with different sites of the company when there is an outage going on.• Build PC to provide for the onsite or work at home setup agents