• Provide support and technical assistance for remote and on-site employees• Manage and document support requests using Service Now• Provide weekly inventory and asset management reports for end user equipment • Utilize SCCM to image computers, install new software and update existing programs• Configure and troubleshoot Avaya IP phones• On-site technical resource for all server room equipment installations and troubleshooting

• Provide support and technical assistance for remote and on-site employees• Manage and document support requests using Service Now• Provide weekly inventory and asset management reports for end user equipment • Utilize SCCM to image computers, install new software and update existing programs• Configure and troubleshoot Avaya IP phones• On-site technical resource for all server room equipment installations and troubleshooting

- Field Incoming Help Desk Inquiries Via Phone or Email.- Document All Inquiries Via Ticketing System.- Manage Personal Queue By Following Up With Inquires that have been opened.- Follow Up With Users That Call In To Assure That their Issue Was Resolved Properly.- Part of the Escalation Team Where We Handle High level Skills Like Upgrades, Processor Changes. - Provide Support to Other Techs That Might Need Assistance With Issues They Are Not Familiar With.

• Managing a team including training, troubleshooting, process development and account management.• Provide Level 1 end user customer service and technical support to various different clients via inbound and outbound telephone calls (VOIP) and email generated tickets• Walk users through preliminary troubleshooting steps for in-house proprietary programs and applications used at end user level for various clients• Provide desktop support, reset passwords, unlock network accounts in Active Directory, kill CITRIX Sessions• Provide level 1 hardware technical support via telephone (All clients)• Routing, management and escalation of tickets through an in-house developed ticketing system• Provide remote support via remote assistance software, Bomgar.