Responsibilities and Duties:
- Effectively, professionally, and respectfully provides support for all the services offered by IT service department to end users. - Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job and also other informative work logs. - Engages in research and in-depth troubleshooting to resolve technical issues. - Elevates complex and/or high priority problems to the appropriate support groups for resolution. - Works on ServiceDesk related projects as assigned by team leader or manager. - Serves as a hardware technician who installs, repairs, troubleshoots, modifies computer systems and related hardware to meet the needs of customers. - Responsible for all IT related equipment set up for meetings/presentations

Knowledge & Skills: 
- Comprehensive knowledge of and experience on Microsoft Windows operating systems, Microsoft Office, general computer applications, and security solutions. - Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support. - Basic knowledge of network devices, servers and services such as Microsoft Active Directory, DNS, DHCP, Microsoft Exchange, file and print server. - Working knowledge of desktop and laptop computers hardware. - Working knowledge of typical office equipment such as IP Phone, printer, copier, and fax machine, etc. - Familiarity with ITIL framework Behavioral qualities: - Customer service orientation - Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations - Ability to manage multiple priorities - Must be self-motivated and dedicated to continual personal and professional improvement - Ability to work extended hours during tax season or when required to complete projects