Support Engineer

• Provide technical assistance to computer users.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• Perform a variety of clerical and administrative duties pertinent to remote assistance.
• Replies to trouble tickets to resolve user problems.
• Provide expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones, and network connectivity.
• Provides personal computer support analysis, and hardware/software installation and configuration.
• Interacts daily with customers to ensure productivity; provides peer feedback.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

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