Manage end-user support requests that encompass a range of technical needs received via support tickets or calls • Take ownership of assigned support requests, providing frequent and updated feedback to end-users from initial triage through final resolution • Escalate to, collaborate with, and learn from engineering teams spanning desktop engineering, server support, collaboration technologies, networking, information security, telephony support, and database administration • Support end-users with connectivity and remote access/home set-up requests, new PC setups, software, hardware, telephony, VPN, and mobile device/tablet support needs • Apply strong customer service skills to ensure end-users feel supported from start to finish while resolving challenging technical problems • Play a key role in projects such as desktop refresh programs, technology upgrades, and process improvement initiatives • Bring forward ideas for automation and technical support enhancements. Qualifications: Some college or university coursework in an Information Technology discipline preferred; an equivalent combination of education and work experience will suffice • Working knowledge of and/or interest in learning Windows 7/10, Microsoft Office Suite and/or O365, VPN, Citrix, Virtual Desktop Infrastructure (VDI), network monitoring, and/or remote tools • Previous exposure to or experience with IT Service Management/Ticketing tools, with a strong preference for ServiceNow • Some exposure to or experience with Microsoft Exchange and Active Directory administration preferred • Self-motivated achiever who gains satisfaction from providing excellent customer service.