·        Service Desk and create Incident tickets or Service Request tickets, logging all pertinent Information.

·        Receive calls, E-mails and Service tickets from end users.

·        Monitor the help desk database and respond to help desk tickets in a timely manner

·        Diagnose and troubleshoot technical issues, including account setup and network configuration.

·        Follow up with clients to ensure their IT systems are fully functional after troubleshooting

·        Deploy new user hardware, OS upgrade, SW updates & troubleshooting end user issues day-to-day issues.

·        Respond to client issues, applications, and hardware, and take corrective actions.

·        Diagnose (hardware, software, printing solutions, peripherals, &network) to conclude the optimal way to resolve issues.

·        Perform desktop application installations, upgrades, and other support and maintenance activities.

·        Communicate effectively and professionally with clients and other team members while gathering information to facilitate problem resolution.

·        Manage Antivirus/ Security Endpoint Solution Tasks and policies (i.e. Symantec- Kaspersky - MacAfee).