General Summary Provide desk-side assistance in resolving complex or escalated technology support issues in commercial, federal and state locations. Use diagnostic knowledge and skills to assess the nature of problems and quickly resolve support issues.   Principal Duties and Responsibilities (*Essential functions) Gather detailed information from end users to assess the nature of problems and resolve any support issues. * Utilize Help Desk software to verify issues, as well as generate and track trouble tickets until support issues are resolved. * Provide desk-side and remote assistance in resolving complex or escalated technology support issues via phone, email, MS Teams. * Answers specific questions about installation, operation, configuration, customization, and usage of assigned COTS and GOTS products based on previous experience and knowledge. * Troubleshoot or repair any software and hardware issues on laptops, desktops, tablets, IOT devices, and/or smartphones. * Conduct troubleshooting techniques such as onsite installations, replacements, repairs, remote desktop connections, and diagnostic testing to solve problems. * Solve issues in accordance with government standards, policies and quality control guidelines. * Configure computers for new users, manage user accounts, and relocate IT hardware as needed. * Track and assist with IT inventory management for any hardware assigned to the program * Be able to escalate problems and effectively communicate issues to senior IT staff members when necessary * May be required to interface with vendors or perform administrative duties as assigned

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