ESSENTIAL FUNCTIONS: • Respond within SLA to user requests that come in via phone, ticketing system and email • Act as customer advocate, researching, troubleshooting, and pushing for thorough resolution of issues in as timely a manner as possible • Provision login accounts and IT resources for all newly hired employees as instructed by HR • Monitor network nodes and servers and troubleshoot/resolve connectivity issues and outages • Troubleshoot and repair hardware such as desktops, laptops, tablets, printers, RF devices, etc. • Document and summarize interactions with end users accurately for tracking and reporting purposes • Where applicable, provide suggestions for process and procedure improvement • Efficiently research issues encountered and effectively apply the resolution • Work with infrastructure, database, and development personnel on projects and special initiatives • Complete multiple simultaneous projects in a timely manner • Escalate issues to other teams within the IT department when required.