Location: Susquehanna Job Description Track and monitor Service Now Queue Tickets, and helpdesk phone queue. Troubleshoot, find the root cause of incidents, and provide the exact solution in a short time. Gather and evaluate user feedback and adjust procedures as necessary. Communicate with users to understand their needs and experiences. Provide support insights and documentation to feed knowledge base, and remain responsive to escalation of complex problems for research, analysis, resolution, and on-call support. Identify, isolate, regress, and communicate issues and flaws with detailed steps to reproduce Participate in weekly IT team meetings and IT Helpdesk team meetings. Work closely with colleagues to constantly innovate customer support. Collaborate with other LOBs, including Data and Technology Services partners, to ensure support quality. Understand business, functional and technical aspects for applications in assigned portfolio. When requested train new IT Helpdesk new hires to perform on daily tasks. Monitor, support, and coach team members to maintain excellent Customer support performance. Be able to troubleshoot/resolve Active directory requests, Citrix and VDI incidents between Truist/BBT and Crump virtual environment, Hardware support, and Windows OS support, basic Cisco Unify telephony support (local and MRA IP Phones) Update, optimize and maintain workstations remotely by using Dameware, MS Endpoint Manager, Remote Desktop, and Citrix shadowing. Maintain, troubleshoot and resolve Symantec PGP Encryption systems and Microsoft Bitlocker. Troubleshoot/resolve multisite VPN connections to keep users connected to the company network when working remotely.