•Provide first level (Tier 1) technical support for the Virtual Academy user community by responding to user support requests from a variety of mediums (help ticket system, phone, email, etc.)•Support functions include, but are not limited to, providing IT support to all customers on the Virtual Academy system, receiving/returning user support calls, managing trouble tickets, performing limited application troubleshooting, and generating reports and metrics for management•Ability to perform limited system/application analysis and troubleshooting to analyze, isolate, and document problems/issues, and to recommend options/solutions for end users and the system development team•Ability to recognize and document trends, develop and collect useful metrics, and prepare and present findings with simple charts, graphs, and summaries to management•Ability to write help desk documentation (user guides, support scripts) clearly and concisely•Ability to clearly describe/document system issues in the tracking tool (knowledge base) in a manner that supports future discovery and analysis

· Tier 1 Help Desk, receiving nearly 25 calls per day, keeping accountability records of the J6 equipment through Microsoft Excel.· Manage and solving trouble tickets in Remedy System regarding hardware issues. · Ensure the appropriate scheduling of resources including equipment and supplies

· Afghanistan tour; Tier 1 help desk support for 300 service members with accounts, setting up desktops, laptops and printers.· Biweekly maintenance of database systems, backing up data, installing new software, checking for corruption.· Use computers for various applications, installing and giving out advanced solutions that enable productivity throughout battalion. · Provided professional network support and computer support, fixing and organizing units’ supply room.· Provided services to customers, such as order placement or account information.