Responsibilities:

Answers service desk phone and emails; responds to service desk requests as appropriate; provides first level technical assistance as directed. Creates and assigns service requests; coordinates new user computer requests; maintains signed end-user policy agreements; works closely with IT and GIS managers to meet customer service expectations; follow-up with customers to provide information and coordinate further action; maintain communications between IT employees and end users to maximize customer service levels. Assists with coordination of software and hardware maintenance contracts; works directly with vendors to obtain quotes; assists with processing and receiving orders for computer equipment and printer supplies. Coordinates and maintains equipment physical inventory system; tracks equipment moves for all locations; coordinates computer equipment and video/teleconferencing reservations. Monitor customer service operation and provide statistical analysis which will be used to recommend productivity changes and improve customer satisfaction levels. Use various data sources, such as customer satisfaction surveys and work order system; help develop strategies and techniques to enhance the department's effectiveness. Work directly with technical support staff in helping troubleshoot service issues and resolve customer dissatisfaction. Create and presents reports on a regular basis. Performs other duties as assigned.