Job Description: • Coordinates, diagnoses and troubleshoots incoming end user requests. • Provides technical support services to end users either local or remote with problems or issues related to information technology services including but not limited to: applications, workstations, conference rooms, collaboration services, and network services. • Provides timely resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel in alignment with established service level agreements (SLAs). • Provides case status updates to management and end users. • Supports and maintains effective relationships with end users. • Maintains and updates records in tracking databases within established SLAs. • Alerts management to emerging trends in incidents, problems, or issues. • Fully proficient support individual contributor. • May be a resource to other employees in areas of expertise. • Assignments are moderately difficult requiring some judgment. • Hardware experience (Laptops/Desk tops) • Mobile phone support • Active Directory • Windows 10 experience • Office 365 is preferred but 2016 is okay • Experience in help desk or service desk. • Working Desktop Support Related Tickets. Education and Experience Requirements: • High School Diploma or equivalent and a minimum of 6 years of prior relevant experience or 2 years post-Secondary/Associates Degree with a minimum of 2 years of prior related experience • Experience needs to be in direct customer technical support troubleshooting position(s) in all 4 areas of: Windows OS (Windows 7/10) error and functional support. • Microsoft Office 2016/O365 error and functional support. • Active Directory use of users/computers/objects in an Enterprise Domain environment. • Workstation/Client Networking (remote access/VPN/network share connections/etc.) •