Oversee and monitor service desk staff to ensure that 1-hour SLA’s were met.Work with industry partners, vendor support staff, and management on troubleshooting, implementing best practices, and improving systems.Actively train, develop, and coach service engineers to continuously improve team knowledge, productivity and effectiveness on relevant technology.Participate in research, planning, scoping, implementation, and ongoing support for IT projects.Analyze the performance of support activities and document resolutions to identify problem areas.

Support the Systems I team to resolve complex or in-depth internal issues as needed.Lead team meetings.Be available to support teams with workload and projects.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications as needed.Coordinate with Systems II to assist Systems I team members as issues arise.Using creativity and innovation to produce better functioning systems and products to move the company forward.Assist with testing fixes and performing post-resolution follow-ups to ensure problems have been adequately resolved.Support customers in learning new products and applications and assist in determining fit.Perform recommended preventative maintenance, including installing service packs, patches, new releases, hotfixes, etc as needed

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.Prioritize, schedule and administer all instances where enhancements and defect resolution are required.Provide support for the testing of new and existing software applications under development for consideration of purchase.Ensure that customer support requests are tracked and processed to meet both IT and customer requirements.

Ensure all products were of good quality and properlyproduced.Document and report all damaged product usingappropriate paperwork and procedures.Properly communicate and work with production team to accomplish work orders.Operate heavy machinery such as a forklift.