POSITION SUMMARY: Under general supervision of the IT Assistant Manager, the role of the IT Help Desk is to be responsible for fielding helpdesk tickets and telephone calls focusing on answering computer user requests for assistance, problem solving with a goal of first call resolution, providing troubleshooting and resolving of software, hardware, and network issues. Helpdesk team will also be required to keep watch on the ticketing system to make sure tickets are resolved, as well as check in with other IT personnel to make sure tickets are handled in an efficient manner.