• Handled escalation calls for hardware and software related issues • Using Zendesk for monitor trouble tickets and respond to all trouble reports within established goals • Using Vigilix, ConnectWise Automation and Teamviewer for remote access tools and Ring Central for inbound and outbound calls • Install, configure, maintain and troubleshoot PC hardware and software and provide user level technical support on applications and off the shelf Microsoft and Google products. • Follow stepped procedures for a variety of repetitive upgrade situations • Perform administrative functions and inventory control as required • Troubleshoots desktops, laptops, servers, mobile phones, tablets, and network devices and structures on and off-premise