- Coordinate changes to the setup or transfer of computers and phones. - Provide scheduled on-call support outside of normal work hours when needed or directed. - Use incident/problem management tools (ITIL, Helpdesk Applications) to track and monitor activities- Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware products for purchase. - Evaluate and analyze incident reports for reoccurring problems and makes recommendations to reduce helpdesk incidents.

- Create base images for PC replacements using SCCM.- Assist with PC replacement deployments.- Send old hardware to State Surplus Property.- Assist with desktop inventory maintenance.- Provide end user support by trouble shooting workstation.- Operate system and application issues.

- Receive and record all reported problems encountered by system users.- Assign priority levels to each problem based on an analysis of the situation.- Perform first level resolution techniques utilizing historically known solutions and software or hardware diagnostic and testing tools. - Issue commands within the system and/or instructions to users to correct specific problems. - Relay problems that cannot be resolved through first level resolution techniques to the appropriate section within the computer center or to the appropriate vendor. - Track and document progress of the steps being taken to resolve problems; determine if resolution is within the objective of assigned priority; contact responsible supervisor/manager to escalate efforts for resolution. - Work with other technical staff during implementation of new applications, equipment, and/or changes; develop and maintain procedures for resolving user problems associated with new or changed applications or equipment. - Implement and maintain new or changed software configurations/settings within or between various systems and users to provide required connectivity. - Maintain information and/or prepare reports as required in support of the problem management and resolution process used within the function.