Answer, troubleshoot, and resolve all requests and incidents coming through the contact center (telephone, chat, web portal, etc.).
Support and train end-users on software-related questions, inquiries, and incidents.
Assist end-users with issues related to network access, VPN, Wi-Fi, and Citrix.
Perform physical installation, movement, modification, and removal of IT equipment (PCs, laptops, thin clients, printers, barcode readers, etc.).
Install and configure software applications for end-users.
Participate in the configuration, testing, and evaluation of new software and equipment.
Contribute to maintaining computer systems with the latest Windows updates, virus definitions, and SCCM clients by improving processes and resolving issues.
Collaborate with the Service Desk L2 / Solution Specialists to identify root causes of problems and prevent recurring incidents.
Automated page speed optimizations for fast site performance
