Maintain, Troubleshoot, and repair Hardware, Software, and Connectivity issues remotely

Employee provides complete customer service and support for the on-site and associated remote customers according to the Service Level Agreements (SLAs) provided in the Desktop Solutions Program (DSP) contract with the IT Sector. Focus is on customer problem resolution moves, adds, and changes to systems. Work may also extend to Targeted Services, including Server touch labor, Network and Telecom Support, Executive Support, Proposal Team rapid response, Multimedia and conference room support, and Training Room support. Employee will also support the refresh process for desktop and laptop replacements, and systems for new customers. Support includes hardware, hardware peripherals, software, distributed applications, and move coordination. Support for a variety of Out-of-Scope, time and materials (T&M) projects may be included. Employee implements and maintains security procedures. Employee ensures the continuous delivery of high quality services, adheres to schedules, budget, and time charging guidelines, and meets SLA response and resolve metrics for all customer issues. A variety of administrative records are maintained, including Service Center