Respond to urgent user troubles and requests with patience, calm problem-solving, and technical solutions in a variety of situations, including but not limited to network accounts, printing, audio-visual, conferencing, and file shares; Maintain and update the call center procedure manual; Coordinate office moves and other scheduled projects (such as PC refreshes), creating tickets, setting appointments, and ensuring availability of the customer and the technicians needed; Monitor and receive helpdesk phone calls, tickets, emails, and in-person questions. Maintain campus IT equipment inventory, ensuring all new assets are entered in appropriate databases when received, and removed from inventories when retired from service; Schedule and coordinate disposal of inventory, coordinating with technicians, maintenance staff, and external vendors as necessary; Manage paperwork for incoming equipment (packing lists, etc.), ensuring that Business Office procedures are followed for receipt and payment for IT purchases.