It Help Desk Technician Tier 2
• Responded quickly and effectively to requests received through the ticketing system.• Documented cases in detailed activity reports for timely case escalation or closure.• Delivered superior customer service and communicated complex issues to non-technical individuals.• Troubleshooted solutions, configured and maintained a variety of systems and software, including Windows, Macs, Office 365 user accounts, routers, firewalls, VPNs, Office apps, networking, anti-virus and firewalls.• Installed, uninstalled, and updated software on PC and laptop computers, MacBooks, and iPads.