Ability to solve common user problems in real time including software functionality, network trouble shooting and installation, personal computer and network configuration, operating systems and browser related issues; installing hardware or software as needed; • Global incident routing including validation, processing, triage, routing decision points and assignment; • Prioritize production-critical issues and escalate issue(s) to the appropriate technical staff; • Complete domain maintenance; • Assist with Webfilter, Internet and Firewall issues; • Entry level application maintenance; • Network and server hardware configuration; • Sarbanes-Oxley reporting; • Provide extra phone support and coverage, as needed; • Setup and configuration for new device procurement; • Prepare statistical and data reports, including usage trends and analysis; • Troubleshoot and accurately record caller's requests/issues; • Provide remote and on-site support to all staff; • Active involvement in problem resolution, follow-up, testing, workarounds and equipment suggestions; • Facilitate warranty claims and exchanges; • Accurately record customer support issues in tracking system; • Minimal travel to domestic facilities; • Other duties as assigned. Preferred: • 2 plus years IT/Computer experience; • Working knowledge of ITIL principles, including incident, problem, and change management processes; • Basic Microsoft Office experience, including Word and Excel; • Prior technical support/call center experience; • CompTia A+ Certified; • CompTia Network Certified.