• Learn CIC’s products and serve as a key support resource through our Customer Help Desk system • Log, track, and manage support requests in our ticketing system with clear and accurate documentation • Install and update software applications and hardware peripherals • Troubleshoot issues and escalate complex cases to Tier 2 or Tier 3 teams with thorough handoffs • Assist with IT documentation, knowledge base articles, and standard operating procedures • Resolve an average of 10–15 support calls per day , meeting response and resolution time expectations of 35 minutes each • Ensure support tickets remain active and are not stagnant for more than 72 business hours • Maintain a low escalation rate, with less than 10% of calls requiring external resources • Provide after-hours support as needed