Principal Duties and Responsibilities • Serve as the client-facing component of the Enterprise IT group. • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. • Readily project a sense of urgency – be ready to escalate to Level 2 and Level 3 support when proper troubleshooting has been done, and no resolution has been found within 30 minutes. • Respond to queries either in person or over the phone. Be accountable to a hotline phone system. • Create documentation for the online support system so resolutions to issues can be handled more efficiently. • Create accounts for users and Office 365 email/modify accounts/reset passwords for users when proper ticket is submitted per our audit requirements. • Walk customers through problem-solving processes. • Install, modify, and repair computer hardware and software. • Run diagnostic programs to resolve problems. • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. • Follow up with customers to ensure the issue has been resolved. • Run reports to determine malfunctions that continue to occur. • Use and manage a ticketing system. Additional Requirements • Maintain a positive, cooperative, and teachable attitude. • Able to work well in a team environment. • Comfortable working & communicating with business leadership. • Comfortable reaching out for help when needed. • Ability to travel, as needed, for projects and assignments. • Contribute to the overall success of Comfort Systems USA. • Demonstrates flexible attitude, and determination for problem solving