Respond to all voicemail(s), email(s) and requests submitted via the user portal as scheduled within the agreed upon timeframes.Log all incoming calls into incident management system and appropriately assign calls to Engineers as identified in the Knowledgebase Articles. Act as a dispatch for all calls; clearly, thoroughly and accurately documenting all pertinent information, including full details of the nature of the problem, categorization, prioritization and callers correct information.Lead one or more core infrastructure operations responsibilities which span management of physical and virtual servers, storage, operating systems, databases, Active Directory services, periodic patching, routine maintenance, data backups and restores, systems monitoring, disaster recovery.Prioritize all requests/incidents/problems based on assessed urgency of the calls descriptionConduct research on emerging products, services, protocols, and standards in support of systems hardware and/or software procurement and development effortsPerforms Citrix tasks including, but not limited to: Backups, and Performance tuningMaintain the DR database/tool, used for the dynamic generation of DR documentation. Administrate the Disaster Recovery SharePoint site with documentation updates, content, and access provisioning. Interface with all other areas of IT to ensure documentation is currentAnticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on core infrastructure components – physical and virtual servers, storage, core applications/servicesRecommend, schedule, and perform hardware and software reconfigurations, upgrades, and/or replacement