Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem.