• Responds in a timely manner to incoming support requests via phone, email and ServiceDesk, providing support to internal and external end users on a variety of technical issues• Triages incoming support requests to ensure they are routed to the appropriate technical group• Tracks and monitors technical issues, coordinates, and works with internal IT staff and external service providers to ensure resolution to agreed service levels• Supports, monitors, tests, and troubleshoots software problems• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals• Software installations as approved• Supports and maintains user accounts, including Active Directory and various other systems• Assigns appropriate rights and access levels, and performs general network administrative tasks based on business requirements• Supports phone and call center systems, including DID and extension assignments, phone set programming, and troubleshooting• Supports mobile phone users, (Android and iOS), installs Intune Company Portal for access to applications and troubleshoots technical issues with mobile devices• Adheres to opening and closing shift duty checklists

• Provide Classroom support to staff, faculty and students using the mobile labs, smart classrooms, and Computer labs• Provide end user support via inbound phone calls, CHAT, and email inquiries from all areas of the College on any campus regarding desktop and laptop computers, operating systems, telephones, application software and voice/data/video networks• Complete any onsite issues that are reported through our automated ticketing system, (ServiceNow support)• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals and IT Asset Inventory• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution• Sign out loaner laptops, exchange old staff laptops for newer models, image accounts onto laptops and wipe data for buyback laptops• Perform other duties as required, i.e., providing procedural information to staff, faculty, and students

• Provided first level technical support and resolution to all clients in the Corporation in a timely, courteous, and professional manner, via multiple intake sources.• Logged support calls from clients and enter appropriate data into Help Desk database• Record, track and document the service desk request problem-solving process including all actions taken, through to final resolution.• Kept employees and management updated with respect to the status of the corporate network, enterprise applications, systems through web postings and e-mail notifications.• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution• Supplied general assistance to Information Technology staff including following up on requests for information/action.• Proficient with a wide variety of software including usage and troubleshooting of Microsoft Windows7, Windows 10, Apple OS X, Microsoft Office (Word, Excel, Power Point) and enterprise email systems such as Microsoft Outlook.• Offered remote assistance with personal computers, laptops, tablets, mobile phones, and printers.• Working knowledge of TCP/IP, Active Directory, Microsoft System Centre Configuration Manager, ServiceNow, wireless networking, and virtual machine environments.• Added knowledge base articles to assist other agents with related incidents.

• Maintained high volume workload (75+ calls daily) within a fast-paced environment, while consistently met performance benchmark in all areas such as accuracy, speed, and volume.• Responded tactfully and diplomatically to a large volume of incoming telephone calls and emails in a timely and courteous manner.• Patient and helpful when assisting clients who had limited computer knowledge, with their online registration. • Document and maintain accurate records in the appropriate ticketing system or database.• Document requests for service using a variety of systems in Windows environment.• Use computerized knowledge base systems to provide accurate and complete information.

• Provided excellent, friendly customer service while processing orders online, over the phone and in person.• High degree of knowledge with all products and able to direct customers to appropriate product based on needs and budget.• Presented workshops for small groups on DIY projects around the house.• Demonstrated discretion, including exercising good judgement to ensure the appropriate release of orders to authorized persons by requesting and verifying photo ID.• Tactfully addressed issues or complaints with demanding or upset customers, while demonstrating a high level of understanding, empathy and patience of their situation and diverse needs• Adhered to all company policy while handling sensitive and confidential customer personal information to ensure privacy protection.