Essential duties and responsibilities have evolved over time, spanning from past obligations to current requirements

? Provides excellent customer service and takes pleasure in interacting with users to ensure their satisfaction. Consistently aims to enhance overall customer satisfaction, perception, and service.

? Responds to any issue requests from users, maintaining constant communication with them to make sure their task is finished to their satisfaction. Exceeds SLA commitments of the company.

? A strong team player with exceptional communication skills, who builds strong relationships with colleagues by collaborating across organizational boundaries to address users concerns and needs.

? Identifies, evaluates, advocates for, and implements the best customer service practices.

? Collaborates closely with colleagues and other departments as needed to complete tasks and fulfill their hardware and software requirements.

? Responds to and resolves simple to complex issues and requests; accurately records data and adds quality information to tickets; follows up and completes every ticket.

? Creates self-help knowledge bases that document common inquiries, problems, solutions, and workaround techniques.

? Skillfully balances high-level diagnostics, symptom identification, and root cause analysis with the need for high-volume productivity.

? Leverages creativity and ingenuity to automate and streamline procedures and processes. Continuously expands in-depth knowledge of current company products to improve first-contact ticket resolution.

? Provides remote assistance to users with their support needs.

? Capable of diagnosing and resolving malware and virus issues.

? Provides installation, maintenance, and technical support for all PCs, phone systems, and network printers.

? Possesses extensive knowledge of Microsoft-based operating systems and desktop software, with a focus on Windows 7/10, the Office suite, and O365, ensuring secure and confidential processing, storage, and access of network data.

? Understands offline files, drive mappings, and file/share permissions.

? Comprehends networking fundamentals, including wireless, DHCP, DNS, command-line tools, and network troubleshooting for connectivity problems.

? Manages and oversees users and email accounts in Exchange 365 and Active Directory, including handling spam systems, providing account access, configuring mailboxes and user accounts, managing group policy, security, data recovery, and distribution groups.

? Able to set up online browsers, device encryption, and troubleshoot simple computer issues.

? Understands hotspot and smartphone support.

? Familiar with the principles of virtual environments.

? Installs new server hardware and software and provides ongoing maintenance. Assists with and maintains VPN access.

? Supported the maintenance and support of company software, including licenses for Acrobat, CREO, 365, and other tools.