•Serve as the first point of contact for walk-in customersseeking technical assistance, Analyzing, resolving end user hardware and software computer problems in a timely and accurate fashion.•Troubleshoot hardware and software issues in person, remotely and via phone.•Verify functionality of hardware and software components.•Administer and support network operations.•Coordinate and follow up resolution for open/pending incidents and properly escalate unsolved incident.•Ensure proper recording, documentation and closure.