New York City, NY – ESSENTIAL DUTIES AND RESPONSIBILITIES Typical responsibilities include, but are not limited to, the following Respond to, research and resolve user inquiries for first and second-level support received via telephone, e-mail or walk-in, in a timely and efficient manner Maintain effective communication and follow-up with assigned floors Interface and maintain effective communication with other Support, Training, and Information Systems staff Escalate problems to appropriate individual(s) based on established guidelines and procedures Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users Attend Computer Support weekly Education Sessions, and provide presentations as needed for specific topics Attend ongoing training programs to keep technical skills sharp Take ownership and follow up on tickets escalated to other groups to ensure resolution and user satisfaction Recommend improved Support methods aimed …