• Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues • Respond to incoming customer requests for service promptly, courteously, and in a professional manner • Record customer information and verify information • Reply to customers with established incidents in a timely manner • Conduct an assessment of the incident based on the customer’s description • Provide prompt customer support and response for all requests • Perform diagnostics and troubleshooting for supported hardware • Create, organize, review, and update Help Desk knowledgebase documents