• First point of contact for all inbound calls in the Support Call phone queue, outside of normal business hours. Screen all calls, assign priority, address issues and requests, or route as required • Conduct outbound calls to customers, clients, vendors, etc. as required • Take inbound calls from customers, clients, vendors, etc. as required • Must be mature, self-actualized, patient with end-users, and able to deal with varying levels of client temperature • Field incoming help requests from clients via phone, email, & ITSM ticketing system in a helpful and courteous manner. Generate/update ITSM tickets for new and existing client issues • Determine priority of support requests based on customer urgency and impact of the reported incident. • Engage clients with rapport-building communication while capturing complete problem details such as symptoms, context, and error information • Add, update, remove, verify ITSM ticket information as needed, including security pins, questions, updates, new client onboarding/offboarding, etc… • Perform ‘scripted’ and documented solutions as outlined in our KB (knowledge base), as qualified and trained. Perform functions like Account/Session lockouts, password resets, connection setup, email/mobile client setup, etc. • Record, track, and follow documentation during an incident process, including all supervisors’ instructions, and successful/unsuccessful solutions applied through the final resolution or escalation • Perform application upgrades and updates scheduled outside of business hours (Quickbooks, Sage 50, etc…) • Review/Triage Monitoring event alarms, decide to action or route to appropriate ticket queues • Review all cases coming into the ticket queue during shifts • Actively review KB’s and participate in cross-training opportunities to advance to the IT Support Specialist II position • Provide technical support for end-user issues, including hardware, software, and peripheral troubleshooting via phone, email, chat or remote session • Set up and configure virtual desktops utilizing VMware Horizon and associated applications • Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology – when needed • Diagnose and resolve network problems (e.g., connectivity, DNS, VLANs); coordinate with Tier 2 and 3 for complex issues • Perform remote installations of client applications within a cloud environment (e.g. QuickBooks, Lacerte, Bluebeam, AutoCad, Revit, etc.) • Manage and support user accounts in Active Directory, Microsoft 365, and other systems; handle access requests, MFA support (e.g. Duo, Microsoft), and onboarding/offboarding tasks • Respond to and resolve support tickets in the IT service management (ITSM) platform; ensure accurate documentation and timely follow-up • Act as a liaison between end users and higher-tier support teams, ensuring clear communication and prompt issue resolution.