Make sound business decisions, under direction by following documented procedures Report problems with procedures and makes suggestions for improvements Perform related duties as assigned or requested Role Requirements: Reliability & Flexibility are extremely importantStrong customer service skills Effective listening skills Strong written and verbal communication skills Good problem-solving skills and decision-making ability Technical aptitude with PC literacy Basic knowledge of Windows Operating Systems Strong enthusiasm and desire to learn Self-motivation and organization Ability to learn and apply technical information in a fast-paced, demanding work environment Ability to follow policies and procedures; attention to detail **Only those lawfully authorized to work in the designated country associated with the position will be considered.** Required Education:High School or Equivalent Role Responsibilities: Act as a single point of contact via the telephone, email or web for resolution of technology-related issues Document customer requests in our incident tracking system Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operationsInteract with customers and peers to diagnose and resolve problems Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems Support features, functionality, and usage of specific applications Provide Level 1 technical support of low to medium complexity Provide input and update to the technical knowledgebase as necessary Adhere to established policies and procedures.