Travel to the data center in Pittsburgh when needed is a requirement Provide solutions to user issues by identifying problems, researching answers, and helping to implement Train users in basic problem resolution and understanding of how to make efficient use of their PCs Respond to user requests and service issues in a timely and professional manner Provide support via phone and using remote support software Create, monitor, update, and close tickets using ServiceNow ticketing system Adhere to technology and security policies at all times while performing daily functions Remain current on technical and operational details concerning PC products and support Personal Qualifications: Degree and/or technical education in Information Technology or related field, along with 10+ Years of relevant hands-on experience in an end-user and customer-focused networked PC environment Industry-specific certifications such as A+, Microsoft, and ITIL are a plus but not required. Technical Qualifications: Extensive experience with Win10/11 OS – Control panel, System settings, networking, device manager Microsoft Outlook, Word, Excel Cisco AnyConnect or experience with VPN client technologies Cisco Web-Ex Experience with endpoint security tools, ex: CrowdStrike Falcon, Cisco Umbrella, Cisco Anti-Malware protection Microsoft email and Outlook on an Hybrid O365 Environment—OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail Networking – Exposure and knowledge of networking protocols and components: TCPIP, DHCP, DNS, switches, routers, firewalls, VPN, tokens, WiFi, hotspots, & Nic’s.