JOB DESCRIPTION:

• Provide second-level contact and problem resolution for end-users with hardware, software, and application problems.
• Escalate unresolved issues to appropriate internal teams or third-party vendors.
• Document incident resolutions and contribute to the IT knowledge base.
• Install, configure, and upgrade PC and Server software and operating systems.
• Conduct system audits to ensure compliance with company policies and standards.
• Collaborate with IT team members on projects and initiatives.
• Train and guide users on new systems and applications.
• Maintain confidentiality with regard to the information being processed, stored, or accessed by the network.