Provides Tier1 service or support through telephone or email to internal or external customers in accordance with the service level agreement and escalates to Service Desk Specialist II when appropriate. Manages and triages service requests and incidents effectively by understanding customer needs and meeting service level requirements. Communicates company and client-initiated changes to various stakeholders. Resets or configures network accounts. Documents incidents and resolutions within the call tracking application and provides updates to the knowledgebase where applicable Sends BCP alerts based on impacted sites and locations Configures and installs software for end-users’ desktops and laptops remotely or over the phone. Processes hardware and software requests by coordinating user setup, upgrades and installations. Performs end-user training as it regards assistance with supported applications May preform other related duties and responsibilities as assigned and/ or required