Provide customer support service through a support center. Will answer questions or resolve computer problems for clients from a remote location. Customer interaction is of the highest importance as well as driving toward first call resolution. Customer has in place a strong internal training program offering side/side training in the use of the tools. First Call Resolution is used to streamline processes and improve metrics. Duties and Responsibilities: -Responds to helpdesk tickets or phone support calls -Logs phone calls and customer support issues and updates into a Remedy ITSM tool -Performs password resets, active directory tickets as well as troubleshoots issues with other peripherals. -Diagnoses customer issues, and troubleshoots issues by applying diagnostic techniques performed by: **Remoting into desktops and performing analysis of the system and problem **Guiding users to self-support tools **Using verbal scripts to ensure information is properly collected about the user and problem **Logging updates into Remedy Required Qualifications: - Must be knowledgeable providing Windows Desktop support including use of windows applications. - Candidate must have excellent phone, communication, and documentation skills. EDUCATION & EXPERIENCE: Typically requires Bachelors degree and 5 to 7 years of experience. PHYSICAL DEMANDS: Normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email and face to face. Some travel may be required.