- Responds to assigned tickets and tasks in a timely manner
- Elevates help desk tickets to senior support technicians and IT specialists when appropriate
- Keeps current with best practices relating to customer care and user support
- Updates or creates existing instructional documentation as needed
- Maintains an understanding of Windows 11, Office 365, and Microsoft applications
- Maintains an understanding of Windows accounts and Outlook profiles.
- Maintains an understanding of Remote Monitoring and Management software used by the team (such as NinjaOne, Quick Assist, and Microsoft Teams) for end-user remote support
- Keeps current with existing Help Desk articles, solutions, and canned responses and use when appropriate
- Participates in meetings
- Participates in training and staff development activities
- Performs other related duties required by the supervisor
