Identify, diagnose, and resolve computer related issues for corporate and store employees, providing frontline service for all incoming requests.Field necessary requests to the Support Center via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.Evaluate documented resolutions and analyze trends for ways to prevent future problems; alerting Help Desk Tech II’s when potential trends in incidents arise.Record, track and document the Support Center request problem-solving process, including all successful and unsuccessful attempts made, actions taken, through to final resolution.Assist in software releases and roll-outs according to Change Management best practices.Troubleshoot issues utilizing the following tools; software updates, drivers, knowledge based documents, FAQ resources on the Internet/Intranet, and diagnostic tools.Reinforce SLAs to manage end-user expectations.