Fields incoming Information Technology help requests from City employees via telephone, help desk ticket, and e-mail in a prompt and courteous manner. Provides IT Help Desk support on various applications and hardware including Microsoft Office, MS Windows, internet, intranet, email, email filtering, budget application, printers, desktop computers, notebook computers, tablet computers, and proprietary applications. Coordinates with Manager of IT/OT Services to escalate tickets when necessary; monitors tickets to be sure they are documented properly, closed on completion, and prevent (where it is possible) tickets from becoming stale. Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software to deliver required desktop service levels. Assists in project rescheduling when emergency projects interrupt the schedule. Coordinates with the Manager of IT/OT Services on additions/deletions or changes to network system users. Accurately documents instances of desktop equipment or component failure, repair, installation, and removal. Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommends and implements corrective solutions, including off-site repairs, as needed. Assists in the expansion and continued maintenance of the City’s enterprise fiber network connecting the facilities. Assists in hardware and software orders; files receipts, packing slips, etc. for equipment orders. Works with third-party software/system support and PC equipment vendors. interacts with City computer users, City staff, contractors, the Manager of IT/OT Services, City Council, etc. Utilizes software programs such as internet browser, Word, Excel, Outlook, etc.