• Clearly communicate technical solutions in a user-friendly, professional manner. • Provide one-on-one end-user training as needed. • Quickly respond to all requests and resolve on First Call as often as possible. (FCR goal > 80% ) • Properly assign and route tickets to other areas of IT, providing detailed documentation when escalating or routing tickets. • Escalate more complex technical issues as needed while still maintaining full contact with user. • Troubleshoot, resolve, and document network printer problems. • Troubleshoot, resolve, and document end user hardware and software issues. • Conduct hardware and software inventory database maintenance and upkeep. • Assist with maintaining the service catalog. • Assist with building and maintaining the Knowledge Base. • Assist with desktop installations as needed. • Assist with onboarding / offboarding tasks.