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.