· Log all requests in ticketing system. This includes all incoming ACD calls, direct calls, e-mails, voicemails, chats, instant messages, and any other interactions.

· Provide accurate and thorough solutions to end user interactions. Escalate or transfer incidents as appropriate.

· Provide information to end users regarding the status of their incidents or requests.

· Troubleshoot PC hardware and software problems; perform software installations and upgrades.

· Provide first line support for Internet browser issues, printer issues, applications and basic network issues.

· Research, resolve, and respond to questions received in accordance with set policies and procedures.

· Continuously develop communication skills and problem-solving techniques; create more efficient support methods.

· Assist in the population and maintenance of the knowledgebase.

· Attempt proactive resolution of end user and IT support issues to maintain a high level...