- Troubleshoot and resolve basic to moderate issues related to technical difficulties with hardware, software, connectivity, and network as well as Sonepar OPCO branch hardware over the phone - Perform light system administration with Microsoft Active Directory including password resets/unlocks. - Document all phone calls to Helpdesk via ticket system and ensure proper information from end user is obtained - Assign/escalate tickets to Level 2 and other internal support departments based on ticket criteria and resolution method. - Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process. - Identify, research, track and resolve technical problems in a timely manner - Ability to create concise knowledge documents based on the resolutions provided over the phone to end users for future reference - Maintain a trending list of repetitive issues to be brought to Management for attention - Respond and answer telephone calls, email and personnel requests for technical support