Triage, prioritize and resolve incoming incidents & service requests tickets and building the knowledge base through submission of knoweldge articles.
Perform hardware imaging and equipment deployment coordination, including with Cost Optimization group, Verian input, lease pickup process, and coordination with end-users.
Performs software installs as part of troubleshooting/problem resolution, as well as the lease/replacement hardware build process.
Performs basic hardware, software, network troubleshooting of moderate scope and complexity.
Answers incoming support phone calls from customers.
Responsible for local office move logistics (physically moving the equipment, setup, etc.).
Allocation breakdown may fluctuate due to business demands.