• Provides first contact for moderately complex customer inquiries via phone calls, emails, and web submissions • Assist customers in resolving technical problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues • Follows up with customers to ensure that customer inquiries are resolved in the agreed upon time frame • Logs and tracks inquiries using a problem management application and maintains incident records and related problem documentation • Identifies, evaluates inquiry / prioritizes customer problems and complaints to ensure that inquiries are successfully resolved • Analyzes and evaluates inquiry / problem reports and makes recommendations to reduce help desk call rates • Attempts to resolve as many incidents during the first contact, or at Tier I level and efficiently escalates incidents to Tier II or Tier III when required • Writes knowledgebase articles for common problems • Meets or exceeds established objectives for call resolution time and customer satisfaction