1) Resolve Level 1 escalated tickets
2) Respond to Helpdesk tickets in accordance with SLA guidelines
3) Install and configure hardware and software
4) Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
5) Respond in timely manner to requests and issues
6) Repair and replace equipment as needed
7) Provide onsite and remote support to end users
8) Set up new workstations for users (deploying equipment, checking over account setups).
9) Redirect unresolved issues to Level 3 Personnel
