Overview: Responsibilities: • Fields incoming service requests and deploy solutions accordingly • Evaluates user needs, defines technical problems, and works with various departments to escalate solutions in a timely manner • Provides walk-up assistance to customers who may need in-person support • Develops documentation to help improve Service Management ecosystem • Deploys new or refreshed computers and assists customers with post install configurations • Deploys end user operating system and other 3rd party software updates to end user computing systems • Cross trains with teams at the next levels to develop specializations • Assists with the management and maintenance of IT inventory and asset tracking • Performs installs, moves, adds, and changes of all approved end user hardware, software, and applications for local and remote personnel • Participates in projects, including technology refresh, deployments, and office IMAC (installs, moves, adds, and changes) • Provides remote support and assists L2 support team to resolve issues reported from other locations • Supports and assists L3 Infrastructure team to provide onsite troubleshooting network and infrastructure related issues • Supports and troubleshoots meeting room technology and AV equipment, ensuring smooth operation for meetings and presentations • Provides support for printing related issues, coordinating with the print service provider to ensure reliable and seamless printing services for end users • Provides after-hours support as needed for high severity situations • Perform other duties assigned by leadership. Qualifications: • Professional degree or an equivalent combination of education and experience • Certification in one or more of an accredited Windows certification body (Microsoft, CompTIA) required • Typically, 5+ years of experience supporting complex IT systems • Experience in MS Office Suite, including Excel, Outlook and Word • Proven track record of unprompted consistent improvement • Strong technical and computer skills to resolve software and hardware issues • Strong customer service, interpersonal skills and the ability to interact with all levels of staff • Strong work ethic and eagerness to produce high quality, accurate results • Ability to hold sensitive information with a high level of confidentiality and integrity • Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing • Ability to proactively solve problems and apply innovative solutions • Ability to work and collaborate in a team environment, and ability to work independently and prioritize work • Ability to work on multiple projects at the same time • Ability to effectively meet deadlines at expected quality • Ability to lift IT equipment such as monitors and servers, weighing up to 20 pounds • Ability to bend and/or stoop to access cables under desk or in server racks • Ability to read small print, recognize color-coded cables, and distinguish sounds or alarms • Travel may be required.