•Support Windows desktop and laptop computers•Access and connectivity troubleshooting•Desktop application troubleshooting•Administration of user accounts and groups•Take ownership of trouble tickets, working and tracking issues to resolution•Record detailed information into Service Desk ticketing system•Support for mobile devices such as iPhones and Android phones

• Provides second line support for clients• Provides an escalation path for Level 1 analysts and provide coaching and mentoring on all issues.• Lead and deliver on projects that may be assigned Supervisory Responsibilities• Participates in the development and maintenance of Service Desk procedures and documentation

• Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools• Collaborate effectively with other service desk team members to resolve and document unfamiliar issues• Provide exceptional and professional customer Service to clients

●Troubleshoot and repair computer related issues for customers●Solicit sale of new or additional services or products●Establishes performance measures,goals,and objectives for technical staff to provide technical direction, set project priorities, and ensure technical activities are completed on time●Collect deposits or payments and confer with customers by telephone or in person●Works with other technicians to drive technical service sales and increase overall productivity and profitability●Completed full desktop PC builds per customer request and specifications●Optimized speed of slow Windows Computers.●Cloned Hard Drives and Solid States Drives incustomer●Installation of Microsoft office on PC and Mac Computers●Installed graphics cards, network cards ,Memory modules, Motherboards, processors, Hard Drives, Solid state drives, and various other computer parts on both desktop PCs and laptops.●Installed multiple antivirus applications, McAfee, Malwarebytes, Bitdefender, etc.●Provided How-To instructions on the applications installed.

Managed backline• Made food for frontline and drive thru• Kept tidy area as well as completing work in a timely manner