Assignments: Consistently provide an exceptional, pleasant and courteous service to all End Users Provide 2nd level support for escalated workstation and mobile related issues and requests Provide the day-to-day operational support for incidents, adds/moves/change for voice and video conferencing, and AV equipment and escalating to next level group when appropriate. Perform daily sweeps following defined procedures to ensure all conferencing equipment is functioning properly Effectively question end users to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues Interact with end users in person, via telephone, e-mail, IM/chat, and social tools, to provide technical support Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues...