user identification information, including name, department, contact information, and nature of problem or issue Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution Test fixes to ensure the problem … Basic understanding of networking principles (IP addressing, subnets, routing, switching) Working knowledge of antivirus, backups, and virtualization Basic printer and telephone troubleshooting Exceptional problem-solving skills A strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions ...