Assisted with maintaining work order requests and technical assistance as needed for excellent customer service.Specific responsibilities included: • Monitor incoming trouble request using Remedy software and routing request to appropriate technical support • Replaced and upgraded hardware and software• Provided expedient and appropriate commands to incoming inquiries regarding system malfunction• Dispatched appropriate second-tier support or vendors to solve hardware complications• Maintained complete documentation of all daily site outages, LAN outages, and application alerts allowing corporate headquarters to identify high error frequency locations • Identified possible technological glitches and dispatch appropriate technical support to offered solutions for a newly installed GUI program• Resolved daily systematic and operational malfunctions, ensuring minimal loss of work productivity• Directed support for complex problems to next-level support, simultaneously keeping users informed as to the status of open calls • Assisted users with connectivity problems, computer lockouts, and printer problems