Essential FunctionsCustomer Relations:Provide tier 1 and 2 support to customers.Create tickets in incident tracking system documenting support requests.Resolve assigned support tickets while keeping end user informed of the status of their request.Provide support using remote tools.Respond to end user inquiries by phoneemailchat.Create clear and detailed documentation.Explain technical issues to end users.Assist junior support staff with resolving higher level issues.Participate in project teams to ensure tasks are completed on time.Take ownership of endpoint replacement process.Technical:Troubleshoot problems with Windows operating systems, printers, and installed software.Configure laptops and desktops by installing operating system and updating needed drivers and firmware.Create and deploy images for laptops and desktops.Install, maintain, and update software as necessary.Interact with vendors’ technical support desk.Determine when issues need to be escalated to tier support of application vendors. 
