Install, configure and maintain Windows corporate devices and peripherals, including off-hours support, as necessary
Keep customers informed on request status and progress
Troubleshoot incidents including but not limited to Desktop, Application, Network and Telecom
Identify reoccurring incidents and escalate as appropriate
Work on special projects, as needed
Prepare in advance for new releases and rollouts to anticipate customer inquiries
Write technical training and usage documentation for user and/or team use
Research questions and issues of open incidents
Provide management information and recommendations for service improvements
Submit new solutions of resolved incidents to knowledge database
Other projects and duties as assigned.
Required Skills
Experience in a direct customer support role
Experience working in the Information Technology industry, including responsibilities for supporting Windows workstations in a corporate network environment
Experience performing user account management responsibilities within a Windows Active Directory based network
Good problem analysis/troubleshooting skills
Ability to work independently with minimal supervision