• Provide lv1/2 IT Support to 15 agents on company hardware/software.• Troubleshoot/fix Mac, Windows, iPhone, Android, Tablets, Monitors, Keyboards/Mice issues.• Ensure team has required equipment to perform their job.• Train agents on how to use Windows, Mac, Tablet, Phone & mobile apps.• Ensure Mac/Windows laptops are secure/safe by installing Norton anti-virus/malware.• Audit inventory, ensuring all computers/software/accessories are accounted.• Onboard hires by Receiving laptops, setting up the user, installing apps & sending it out via FedEx.• Offboard employees by retrieving equipment & deleting/removing SaaS access.• Work on any assigned IT projects.• Install/manage network consisting of Verizon Fios/Ubiquiti Unifi; Access Point, Camera & VOIP Phone.• Procure physical/digital assets for office & provide receipts to accounting.• Facilitate IT orientation, helping hires sign in to devices/online platforms.• Document all SaaS tools in the company & list admin accounts for visibility.• Plan ideal day 1 app access for hires & eliminate slow delegation access to improve onboarding.• Dispose old tech by: Trade-In, Donation or E-Waste.• Perform hardware refreshes & perform OS updates, ensuring all laptops are up to date.• Work with users to ensure all end-points have Norton anti-virus updated.• Support office routers, printers, conference room & other network equipment.• Setup AV Equipment: Zoom Rooms, TV’s, VOIP Phones & Speakers.• Troubleshoot A/V issues by fixing/replacing webcams/headsets/microphones.• Use password managers for security & train users on how to use them.• Create/maintain IT knowledge base used to document all solutions, SOP’s, & FAQ’s.• Troubleshoot/diagnose network ISP outages.• Provide technical support via Chat/Email when necessary.• Use Discord to provide Audio/Video Call support when necessary.• Do in-warranty/out-of-warranty repairs on Apple/Windows devices by arranging Repair shipments.

• Provided tier-1 IT support for Windows/Mac computers for College staff/student technology in Library/IT Department.• Created and provisioned accounts for new hires in Active Directory with guidance of on-site Level 2 technician.• Guided school staff/students during onboarding orientation, assisting them in logging into their laptops & various platforms.• Performed hardware upgrades on Windows/Mac systems of their HDD, SSD, & RAM to higher capacities. • Performed software updates/OS upgrades on Windows/Mac systems to ensure compatibility with softwares used internally.• Performed various on-site tasks such as network installations (routers), wireless printer setup, audio/video (AV) systems.• Setup laptops & setup staff user profiles on laptops with guidance of on-site Level 2 technician.• Provided staff and students with necessary equipment or accessories needed for their classes.• Performed hardware upgrades and/or repairs on Mac/Windows based systems & tablets.• Performed virus / malware removal on Windows and Mac based systems when issues were reported.• Installed new software and performed software upgrades and repairs on Windows/ Mac systems & tablets.• Installed VPN on necessary devices to ensure security and traffic encryption compliance.• Escalated non-level 1 issues to Level 2 & Level 3 technicians.