Required knowledge, skills, and abilities: A strong customer service focus, with ability to maintain positive working relationships; Comprehensive knowledge of information processes and network technologies, including the various hardware platforms, software applications (both server and workstation), hardware and software configurations, peripherals, and troubleshooting and diagnostics tools and techniques; Knowledge of the following hardware: Computers, servers, printers, mobile devices, wireless access points, and other department-supported hardware as implemented; Extensive knowledge of the following software: Microsoft Active Directory, Microsoft Windows, Group Policy Management, Microsoft Office (Word, Excel, Outlook, etc.). Ability to prioritize tasks and manage multiple projects to meet deadlines while maintaining consistently high levels of product quality; Knowledge and experience with project management principles and best practices; Ability to apply innovative thinking in conjunction with an understanding of emerging technologies to address the needs and problems of end users and customers; Ability to assess and solve complex problems; devise methodologies and solutions; perform analyses; relate relevant information about hardware and software operation, data management and analysis in management applications and interactions; and interpret results.