• Provide telephone, email, chat, and remote desktop assistance for customers with questions and assistance on desktop operating systems and applications, including network connection troubleshooting and assistance to both internal office staff and the teleworking workforce.
• Receive and troubleshoot: issues escalated by Help Desk Analysts; issues received through self-service; issues received via call center queues
• Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available. (includes assisting new users with logging in and setting up desktop applications, configuring workstations, troubleshooting standard software)
• troubleshoot all technical and non-technical issues presented by customers using all tools and resources available