• 8 years experience in ITTake calls from all store and corporate users, trouble-shoot, assist, escalate or redirect as requiredLog all calls and emails into ticketing system for proper attention and follow-upEnsure proper categorization and prioritization of requests, as they arrive.Investigate problems, work with other departments as required, and ensure concerns are answered as per the published service levelsWork with 3rd party technicians to resolve store and office hardware and software concernsAssist in maintenance of proper procedural documentation for support teamWork with support team to execute on project-based work such as new hardware or software deploymentsAssist with pre-release testing of hardware and software for stores and head officeAssist with pre-release testing of promotionsComplete other duties as assigned, which include projectsDocument new system issues and their remediation.Basic support to wired and wireless network for all devices.Enforce compliance for User Security Policies.Maintain high service levels by ensuring key performance goals and metrics are met, or exceeded