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Responsibilities: Provide high level of customer service Provide phone and deskside support to end users across the site Utilize the ITSM ticket tracking system to categorize, prioritize and escalate issues as necessary Take ownership of issue request through resolution or escalation Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool Ensure that work is carried out within agreed Service Levels. (SLA's) Client on-boarding, transfers, and off-boarding efforts Maintain high level of accuracy of AMDB Availability during weekend and after hours as per rotational roster Finish Projects (asset refresh etc in a timely manner Work on IMACDs and off hours move requests Experience with asset management system Knowledge of data wiping tools. Work with the team lead to make the team lead successful and be a great team player Show urgency in executing requests for C suite users and provide exceptional service Analyze, troubleshoot, repair and testing of equipment (Laptop, Desktop, Mobile devices, iMac, iPad, etc Understanding imaging areas, capabilities, etc. and stock rooms in depot. Inventory info gathering and management (link removed) Knowledge about Capex and approval processes. Well versed with process for o Device shipment o Device receiving o Decommissioned device management Create test matrices, and test plans, system level and host interface testing, hardware problem isolation. Qualifications: A+ certification and CCNA required At least 2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products Strong interpersonal skills and thoughtful and effective communicator Excellent analytical and problem-solving skills Excellent time management and organization skills Logistics experience. Strong written and oral communication skills Strong experience and understanding of Office O365 Experienced in working with Service-Now platform preferred but not necessary Working knowledge/experience with PC Imaging Tools. Working knowledge/experience with diagnosis and remote-control tools.