Troubleshoot, diagnose and resolve any incoming calls for assistance from all Home Office and field employees.
Perform Active Directory functions
o Create user accounts
o Reset passwords
o Add/remove groups, etc.
Ensure all aspects of calls are fully and clearly documented in the issue tracking system.
Escalate any issues that you are unable to resolve, to the proper level of support.
Provide timely follow up of all unresolved issues regarding not only your own calls, but any open calls in the system.
Develop good relationships and strong communication with users.
Update and maintain Service Center policies and procedures.
Work hand-in-hand with the Desktop Support team.
Other task and duties as assigned.