Provided technical support for all users, from Director to administrative levels, using a ticketing system to track progress and resolve issues.Created and deployed desktop images by ghosting laptops and installing necessary applications.Implemented detailed technical processes to safely configure laptops for unique end-users.Other technical duties include: The physical deployment of equipment, replacing hardware as needed, Troubleshooting (hardware or software) when necessary.Software for all users, updated regularly including network-based print devices (copiers)Tracked Inventory was kept using the Wasp Application and surplus was cleared by taking out the hard drives.Partnered with Ricoh to replenish network printers supplies and maintenance.Lead onboarding orientation for new hires, set up laptops and the Office 365 suite (Webex, Teams, Authenticator).Provided phone, email and walk-in support on-app error and change requests for a variety of users; Logged & managed tickets with Track-it assigning to appropriate technician or escalating to multiple agencies (DIT, Best Shared Services & DHHS) constituencies.User logins resolved by resetting of AD and single sign-on passwords, walking users through NCID resets.

First line support for incoming calls for Windows 7 and Windows 10 for all DPS users, including Juvenile Justice, DCC and Adult Correction Prisons. Supporting over 20,000 end users. Install and configure compatible software for Windows 10.Assist the Management of Information Systems (MIS) Field Team with upgrades; utilizing boot media to upgrade systems to Windows 10Install printers and peripherals utilizing remote tools, including GoToAssist and Windows Remote Desktop. Troubleshoot user issues with Microsoft Office Suite Software. Configuring mail or updating credentials to gain access to email. Giving pointers on how to use portions of the Office Suite.Create Remedy tickets for all emails and phone calls.Follow complex and detailed procedures to solve problems for hardware and software.Provide hardware support for desktops, laptops, and printers. To determine if replacements are needed.Work directly with Email administrators to request and assist end users with setting up Office 365 accounts.

Support incoming calls for password resets, request, how to do questions, and troubleshooting.Support multiple chats at once for support on various issues.Provide support for Windows 7 issues, email, Office Suite and Windows 10 migrations.Use Service Now ticketing system to keep track of tickets and follow up tickets.Track request giving information on the status and what may be needed to complete requestRoute tickets to the correct queues for service.Support the installation of BlackBerry Work on phones and troubleshooting failed installations and application issues.Support the installation of MyDesk VPN application and connecting with it.Unlocking accounts resetting passwords and verifying account information in Active Directory.Solve Outlook email and computer storage space issues.Use remote assistance to update, install, or solve problems within the system.Help with clients with requesting hardware and software.Maintain tickets by keeping them up to date with the latest information.Troubleshoot desktops, virtual machines, iPads, and laptops for software and hardware issues.Give guidance to help find information within the intranet.Map printers and network drives.Restore files that were lost or load a previous version of information that may have been lost.Provide customer support to several regions with first and second level support.Assist with RSA Token Administrator duties.Use knowledge support articles to follow policy and procedures to solve problems.