Principal Responsibilities: (Essential Function): Provides day-to-day support and monitoring of the deskside team with ticket assignment and resource allocations. Reviews professionalism by the deskside team and confirms adherence to dress code and shift times Completes survey reviews and provides customer feedback for deskside team members Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws Ensures compliance with all company policies and procedures, including safety rules and regulations. Provide direct technical support to client’s on-site personnel Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration Resolve reported incidents in the software & hardware environment Maintain incident management system with up-to-date information on ticket progress Complete assigned tickets in timely manner within the Client SLAs Update asset tracking inventory in accordance with work instructions Provisioning and setup of phone for either landline or VOIP Monitor/Resolve tickets that have been dispatched by the Service Desk for further action Provide support services for client’s conference and training rooms Perform customer support related tasks and special projects as assigned by management Liaise as necessary interdepartmentally to seek resolutions to all reported issues Job Requirements Education/Experience BA or Vocational school degree preferred or equivalent work experience A Certification preferred Microsoft Certified Professional certification a plus Previous call center, computer support, or customer service experience Technician must be able to travel if it’s required by our client. Skills Excellent desktop support technical skills. Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools Configure and troubleshoot IOS and Android operating systems Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario Excellent communication and customer service skills. Excellent teamwork skills Ability to perform root cause analysis and determine appropriate course of action based on result