Deliver courteous and superior service and support to end-users via in person, remote connection or over the phone;
Interact with end users to provide and process information in response to inquiries, concerns, and requests about Hardware and Software;
Gather end user information and determine the issue by evaluating and analyzing the symptoms;
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, application issues, password resets, and more;
Research required information using available resources;
Identify and escalate priority issues for end users;
Hardware and software installation of computer hardware and network equipment;
Must be able work independently and be a self-starter;
Accurately process and record transactions using tracking software;
Follow up and make scheduled call backs to customers as necessary;
Stay current with system information, changes and updates.
Familiarity with router and switch configuration, operation, and maintenance, routing protocols, TCP/IP, network management, network analysis, and network security (Meraki Knowledge a Plus).