Resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.Applies basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.Diagnose, identify, isolate, and analyze problems utilizing historical database records.Route calls to product line specialists, application, or system support specialists.Maintain and updates records and tracking databases.Escalates complex problems to higher level of expertise within organization.Documents all customer interactions within a ticketing system.Alert management to recurring problems and patterns of problems.Provide exceptional customer service.Provide customer support through various contact methods such as phone, chat, email.Respond to customer support requests in a fast, efficient and friendly manner.Accurately and thoroughly document customer requests.Resolve customer incidents and requests if able or assign to higher tiers as required.Act as a single point of contact for existing incident and requests.Provide customers with a reference number for their incident/request.Identify process and procedures which need to be corrected or added to.

Provide S6 help desk support to the battalion• Help users create and maintain ARNet accounts• Create and install Cat5 drops• Oversee the battalion's local area network configurations and network capabilities• Develop policies and procedures for the battalion regarding communications• Basic knowledge and experience with printersMaintain radio and data distribution systems• Perform signal support functions and technical assistance for computer systems• Provide technical assistance and training for local area networks• Maintenance for equipment, terminal devices, assigned vehicles and power generator

Maintaining a positive work environmentAnswering phone calls to the store with a professional, courteous and friendly demeanorTroubleshooting basic computer hardware and software problems.Familiarity in both Windows and Mac OS environmentsMaking backups and clones of hard drivesReinstalling Windows and Mac operating systemsThe ability to work well within a team environmentBasic cell phone repairsExplaining technical problems in a way that customer can understand and benefit from the knowledge