Responsibilities

• Address user tickets regarding hardware, software, and networking.
• Walk customers through installing applications and computer peripherals; ask targeted questions to diagnose problems.
• Guide users with simple, step‑by‑step instructions; conduct remote troubleshooting.
• Test alternative pathways until a problem is resolved; customize desktop applications to meet user needs.
• Direct unresolved issues to higher‑level support personnel; follow up with clients to ensure systems remain functional; report customer feedback and potential product requests.
• Create technical documentation and manuals.
• Troubleshoot problems associated with network connectivity and workstation hardware/software.
• Install, upgrade, support, and troubleshoot printers, computer hardware, and other authorized peripheral equipment.