.**Primary Purpose**:Responsible for the support of end-user desktop, laptop, phone, mobile device hardware, software, and break/fix services. Troubleshoot andrepair computer systems and peripheral equipment, by responding to incidents and service requests either in person, by telephone, or viaremote access. Provide timely resolution of incidents or escalations on behalf of the customer, to appropriate technical staff.**Essential Duties and Responsibilities**:Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentionedbelow. Specific activities may change from time to time.- Process Level I and II team incidents and service requests- Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timelymanner, meeting established metrics and SLAs- Comply with standard processes and procedures- Maintain strong customer service focus and a desire to successfully interact with end-users and peer teams- Rely on experience and judgment to plan and accomplish goals- Maintain commitment to continuous process improvement- Interact closely with customers to understand their needs and / or requirements- Troubleshoot and resolve tickets within SLAs, related to operations and end-user requests- Able to coordinate with geographically dispersed teams to achieve resultsAble to support 24x7x365 on-call rotation- Assist in troubleshooting team related issues- Make complex ideas or situations clear, simple, and/or understandable- Ensure deployment of PCs (adds, moves, changes)- Provide hands-on and remote support to end-users- Work effectively with PC imaging software such as Ghost and / or SCCM- Ensure deployment, management, and support of PCs, peripherals, and mobile devices- Maintain working knowledge of remote connectivity software- Analyze, troubleshoot and repair a wide variety of PC problems related to hardware and software- Ensure incident resolution of desktop related issues- Coordinate activities with service desk, network services, or other IT teams- Provide input and assist in testing and selection of future technologies and devices**Minimum Skills and Competencies**:The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be madeto enable individuals with disabilities to perform the essential functions