• Provide technical support and assistance to end-users via phone, email, chat, and in person.• Troubleshoot and resolve 30+ hardware, software, and network incidents for desktops, laptops, printers, and mobile devices.• Install, configure, and maintain operating systems, software applications, and peripheral devices.• Manage 100+ user accounts, passwords, and permissions using Active Directory.• Monitor and maintain the health and performance of desktops and laptops using system monitoring tools.• Create and update over 35+ support tickets in the help desk software and escalated tickets to the appropriate teams as needed.• Maintain knowledge-based articles and documentation to improve first-call resolution and reduce downtime.

• Implementation of software and productivity tools, setup, diagnostics, repair, and overall usability of the customer computer system.• Managed onsite and offsite installation, repair, and maintenance.• Responded to staff questions in person via phone and email on all organization-supported technology systems.• Performed imaging and configuration of desktops/laptops/tablets using PXE boots.• Managed Users and Computers through Active Directory and Group Policy• Maintained asset tracking documentation and inventories and disposed of equipment as warranted.• Performed Preventative Maintenance and installed upgrades. • Remote Access setup and troubleshooting via TeamViewer and AnyDesk

• Documented internal procedures for the team on “how to” and “what to do” on certain issues.• Maintained, analyzed, and repaired over 300 computer systems, hardware, and computer peripherals.• Provided technical assistance and support for incoming concerns and issues related to systems, software, remote access, and hardware.• Resolved issues escalated from tier 1 for all technical desktop support issues, surface pros, and mobile devices.• Good experience with endpoint management software platforms, desktop provisioning technologies like SCCM and PXE• Performed moves of over 200 IT equipment and scheduled all repairs monthly.• Provided technical assistance for over 100 printers and scanners, point of sales on both network and local.• Provided mobile device management and enrollment, including iPad, iPhone, and Android.• Worked in line with the Network and Server engineers to improve operations and increase efficiency. • Resolved over 40 incidents and service tickets on Cherwell weekly.• White glove assistance to Executives• Imaged/Re-Imaged end-user desktop and laptop using Ivanti and Rufus• Supported Windows 7, and 10 Operating Systems as well as Microsoft Office/Office 365 products and various other software platforms such as Citrix, EMM, and more.• Basic troubleshooting and escalation of DHCP, DNS, Wi-Fi, VPN, and other network issues