Essential Functions and Responsibilities 1. Maintain call and support metrics at required level for assigned area. 2. Escalate tasks due to need for higher level of technical ability or customer service skills required. 3. Utilize help request system to document work and customer interaction. Qualifications, Credentials, and Competencies: Minimum Qualifications: 1. A designated home workspace free of distractions. 2. A reliable high speed home Internet connection(10Mbps Download, 5Mbps Upload). 3. Familiarity with computer hardware, software, operations, and common problems. 4. Ability to learn new technologies and concepts quickly. 5. Strong customer service, interpersonal, and communication skills. 6. Previous education or professional certifications may be considered in lieu of work experience. Preferred Qualifications : 1. Two-year college degree, with a concentration in Computer Science or related discipline or equivalent work experience. 2. A minimum of one year of experience in computer troubleshooting or a similar technical field. 3. Familiarity with systems, policies, and organization. 4. Microsoft Office Specialist certifications: Excel, Word, PowerPoint, Outlook.