ICM Inc

Support Engineer

• Resolve support requests via office visit, telephone, or e-mail in a prompt, effective and courteous manner.
• Support end-users with various issues, including: Laptop & desktop hardware, Microsoft Windows operating systems, Microsoft 365/Office365, audio-video conference technology, Apple and other mobile device platforms, printers, and network copiers.
• Network & wireless troubleshooting, including guest support.
• Identify trends in user behavior and incidents, researching patterns that should be further investigated.
• Maintain and execute recurring maintenance for hardware and software solutions.
• Follow standard Support operating procedures; maintain records of daily data communication transactions, problems, and actions taken.
• Complete end-user install/move/add/change requests.

Support Analyst II