D2D:
Log, prioritize, assign and troubleshoot all emails, trouble tickets and walk-up requests reporting technical problems with hardware.
Troubleshoot issues as 1st & 2nd level support for multiple versions of Windows (10/11)
Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff
Install/upgrade hardware/software on workstations (including Mac)
Troubleshoot and replace laptop and PC hardware and handle warranty repairs
Maintain inventory counts and provide regular updates to management
Create and maintain images for commonly used laptop models
Prepare, box, and create shipping labels for all products on a daily basis
Provide tracking numbers to relevant parties for shipped items on a daily basis
Process incoming packages sent to the Helpdesk

20-22

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