o Troubleshooting experience using remote control tools. o Knowledge of mobile device support and management. o Problem solving and technical troubleshooting skills o General understanding of network management and LAN/WAN concepts. o Administration and updating of UT systems and databases. o Field incoming help requests from end users via both telephone and work orders in a courteous manner. o Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. o Apply diagnostic utilities to aid in troubleshooting. o Uses troubleshooting techniques and tools to identify technical defects/issues o Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. o Identify and learn appropriate software and hardware used and supported by the organization. o Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.