Responsible for supporting the IT service desk by providing End-User support via phone calls, e-mails, self-service requests using Remedy Force, OPAS and ServiceNow. Tasks include end user support, software license tracking, and performing PC maintenance, upgrades and configurations.• Diagnose and troubleshoot, provides second-tier support to users’ applications or hardware issues assist with remote desktop and application support including associated workflows, telephone and monitoring tools.• Work closely with clinical subject matter experts using Athena to resolve End User issues.• Provides detailed level answers on Windows and Microsoft Office applications, provides escalation and routing for complex issues and requests. • Utilize the Bomgar remote desktop control utility to assist end users with problems and to assist users how to perform certain tasks.• Provide timely and effective technical support-related activities to users on supported software, hardware, operating systems Windows 7, Window 10 to include installation, special configuration, and maintenance

Responsibilities include incident management and desktop support for End-User’s. Responsible for assisting in various tasks regarding internal support of the Company’s PCs, printers, servers, telephones and related equipment. Tasks include end user support, software license tracking, and performing PC maintenance, upgrades and configurations.• Investigates, resolves, and escalates problems and implements workarounds to enable business partners to alleviate service impacts; identifies need for escalation to help in problem resolution; works with escalation contact to resolve problems.• Creation and upkeep of KB articles for issue resolution and software support• Resolving incidents and requests efficiently through Service NOW; Verify user contact and asset information, categorize ticket accurately, and populate ticket with a full description of the event• Troubleshoots and resolves hardware, push software applications, install printer drivers, network connectivity, Cisco Anyconnect, user access, or related issues. • Audit Management and Tracker perform Bitlocker remediation, and domain lockout investigations• Familiarity with native and third-party Windows Remote Assistance Administrative Tools• Familiarity with basic tasks in Active Directory, SCCM, EUCToolKit, Exchange, and Microsoft Office 365• Technical knowledge of Windows 7 & 10 operating systems and Citrix receiver

Under minimal supervision provide front-line support responding to inquiries and requests for assistance with the End-User’s hardware and software issues via telephone, email, and/or utilizing remote administration tools with a goal of first call resolution. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the help desk and Tier 2 support. Problem analysis and resolution• Logs all help desk calls, chats or email requests into Service Now/Remedy ticketing system, and updates problem profiles.• b. Analyzes and resolves problems with a goal of 90% First Call Resolution.• c. Knowledge of Windows operating systems, Microsoft Office, Windows 7, Windows 10, Vista, and 2000, Site Standard Desktop, Remote Access Management, Password Administration, Active Directory, Mobile Device Management, Hardware Diagnostics, Data Network Fundamentals, and Web Technology• Troubleshooting: Hardware failures, iPad/iPhone Support, Network Connectivity, AirWatch MDMT, VPN access, CISCO AnyConnect, Microsoft Outlook, MS Office, PingID, and Printer Installation.Direct Help Desk Requests• Completes requests for Password Resets, printer, hardware diagnostics and special desktop releases.• Logs all help desk email requests, chats, and incidents into Service Now.• Promotes effect use of technology.• Keeps End User informed on global problems, scheduled downtime or anything that effects the computing environment.Training • Completed six weeks of training assisting with the opening of a new service desk location in Mexico City.

Responsibilities included establish, monitor and evaluate core area programs, activities, and services that focus on health and life skills; that prepare youth for success and create an environment that facilitates achievement of strategic outcomes.