Support Center Rep - Technical Support

- Answer phone calls and respond to support tickets and emails - Accurately evaluate the scope and impact of incidents - Provide effective support to resolve issues to the satisfaction of end users - Monitor and promptly address requests coming through the Support Center via calls, tickets, or emails - Manage tickets in the queue, prioritizing based on first-in-first-out - Troubleshoot issues with end users, striving for first call resolution - Deliver exceptional service to both on-site and remote personnel - Utilize and maintain the Support Center tracking software, ensuring issue management from initial contact through call ownership - Document all interactions as per standard operating procedures - Install, test, and configure new workstations, peripherals, and software - Keep an updated inventory of all equipment, software, and licenses - Oversee PC and laptop setup and deployment for new hires, using standard hardware and software configurations - Input new employee, consultant, and vendor information into Active Directory - Assign users and computers to the appropriate groups in Active Directory - Conduct timely hardware and software upgrades/break-fix as needed - Identify and escalate issues to the appropriate support teams as necessary - Act as a point of contact between customers and technical escalation teams - Enhance the internal knowledge base by documenting issue resolution details - Provide support for computers, laptops, tablets, smartphones, and applications - Assist users in identifying and removing viruses, spyware, and other malicious software