· Respond to Level 1 Customer Calls, Emails, Voicemails and Automated Requests. Create properly formatted tickets for client calls, emails, web chat & voicemails· Troubleshooting areas include, but are not limited to:- Active Directory Systems' profile management (Verifying User permissions, authorizing password resets where necessary, unlocking accounts)- Light management of security key fobs administered by RSA Security- Reporting and preventing further potential security breaches (Spam emails, lost/stolen devices, Virus’)- Following the Government of Alberta Security Policy- Basic computer troubleshooting (Ensure monitors work, diagnose and repair printer issues, optimize systems for best performance)- Basic network troubleshooting (Ping, FlushDNS, Traceroute)- Installation of customized and 'shrink-wrapped' applications- Web browsers (Clearing cached files and cookies, resetting browser settings to factory default state)- Microsoft Exchange (Synchronizing information in Microsoft Outlook, recreating Outlook profiles where necessary)- Microsoft Office programs (Repair, uninstall/reinstall where necessary, re-enable add-ons)- Directing Users to appropriate administrative groups where necessary for requesting access for physical/software requests- Assigning any issues that cannot be resolved on first contact to appropriate resolver group / technical support group· Responsible for Maintaining SLA· Responsible for Adhering to the Service Desk Incident Management Processes and Call Stat Objectives

· Respond to Level 1 Customer Calls for POS, Cashoffice, Markdown, Tech Other, HR, and general password resets. Create properly formatted tickets for client calls· Troubleshooting areas include, but are not limited to:- Active Directory Systems' profile management (Authorizing password resets where necessary and unlocking accounts)- Basic troubleshooting of Markdown machines, Registers, POS equipment, printers, thin clients- Basic network troubleshooting (Controller, Web PC)- Basic knowledge of the Kronos application for assisting users with time cards- Assigning any issues that cannot be resolved on first contact to appropriate resolver group / technical support group· Responsible for Maintaining SLA· Responsible for Adhering to the Service Desk Incident Management Processes and Call Stat Objectives