Job Description What success looks like in this role: • With guidance, performs routine support duties, including:  o Assisting with first line user support by guiding users through the necessary steps to restore functionality,  o Troubleshooting hardware, software and connectivity issues using remote access tools  o Escalating complex issues to 2nd and 3rd level resolver teams, and  o Coordinating and fulfilling end-user service requests including installation of software and user administrative related requests. • Ensures tickets are managed to closure and keeps users / clients updated on status and progress. • Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures. • Contributes to continues improvement of the Service Desk knowledge base. • Delivers results in support of the organizations SLAs. • Assists with special projects as assigned