This position provides Help Desk and trouble call support; PC Desktop Support as needed (hardware/software); enters Help Desk tickets accurately and efficiently into tracking system; establishes network connectivity and PC hardware/software configuration; supports third-party software applications such as Excel, Word, and Access; keeps team's incident-tracking system accurate and up-to-date; addresses requests in priority order and tracks through to resolution; assists business experts in needs analysis and preparation of service requests; assists in developing and improving the Help Desk's efficiency and customer service rating; orders equipment and services for employee business usage (cell phones, PC's, printers, ISP's, etc. contacts vendors to request support for third-party devices as needed; maintains up-to-date knowledge on new software products (MS Operating Systems and Office Version, etc.); and integrates third-party devices such as scanners, printers and monitors.