⦁ Field and log all incoming requests to the help desk (phone, email, and in person) and ensure courteous, timely, and effective resolution of end user issues. ⦁ Visually monitor systems at all times. ⦁ Access HNMC knowledge base and use internet resources to aid in problem resolution before escalating issues. ⦁ Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. ⦁ Provide “basic” training to end users that may help reduce future help desk calls. ⦁ Install, configure and repair operating systems, software applications, PC hardware and peripherals. ⦁ Assist the Director and other IT managers on an as needed basis.