.**Who We Are***Who We Want***What You'll Do**- Work within established troubleshooting guides and knowledge base to resolve tickets within time standards and provide resolutions for support tickets.- Investigate root causes of tickets and proactively work to resolve root issues to reduce the issues.- Responsible for prioritizing the resolution of tickets in queue and project work as needed, including for other office locations.- Set up and maintain the office network, computer setup, distribution and employee onboarding.- Provide replacement equipment in accordance with department policy.- Track, account for and maintain inventory. Collect and track equipment after terminations or after it is no longer needed by employees. Ensure that equipment inventory is secured at all times. Submit requests for equipment orders. Report any missing or stolen equipment immediately.- Handle complex issues and escalations independently, pulling in the other Service Desk teams as needed.- Independently (or in collaboration with building staff), support, update, maintain IT conference room spaces and A/V equipment.- Attend all meetings unless you receive approval to not attend in advance.- Provide onboarding/offboarding support, technical consulting, system configuration, and troubleshooting for computer or technical problems.- Install, assemble, and configure computers, monitors, network devices and peripherals such as printers, scanners, switches, and related hardware.- Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.- Create and update SOPs for new and existing needs.- Continuously expand on service desk knowledge and expertise. Independently research and seek information to stay current in technical expertise