This role involves providing technical support and administrative duties pertinent to Help Desk operations. Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity Provides personal computer support, problem analysis, and hardware/software installation and configuration Interacts daily with customers to ensure productivity; provides individual feedback Responsible for scheduling and coordinating all training activities Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar Contacts hardware and software vendor representatives to solicit and arrange product demonstrations Maintains collection of technical publications pertaining to state-of-the-art hardware and software products and other materials Monitors team productivity and quality; provides individual feedback Provides Help Desk assistance, including answering phones and monitoring the Help Desk mailbox Prepares and delivers employee and customer coding and data entry training Maintains and verifies daily statistics; generates daily statistical reports Maintains an audit trail and statistical records of all problems and conditions reported by the client