Nature of Work: This position is responsible for administering the Help Desk, provide technical and analytical support to end users for all supported technology. This includes documenting all calls, documenting resolutions to calls, researching issues, escalating issues, and ensuring support is handled in a timely manner. Incumbent will also support the management of IT assets at all stages of the asset lifecycle. Communicates with: Internally All staff. Externally State/county/city entities, vendors and public. Supervision: None Essential Work Functions: Administers, and maintains a professional, customer-focused helpdesk by providing contact to incoming requests to the help desk via telephone, web portal, email, in person, or chat to ensure service levels are meeting end-user needs. Records, tracks, and documents resolutions in the help desk, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Develops and maintains knowledge base articles for technicians and end-users. Documents procedures clearly and concisely. Manages the procurement of all technology related devices and software for the county, including documenting and tracking assets. Conducts research on end-user devices in support of standardization and procurement efforts. Evaluates and recommends products for purchase. Supports Microsoft O365 enterprise environment and helps end users perform basic tasks or troubleshoot problems. Trains users and I.T staff on applications and products as needed to ensure policies and documentation are in place. Manages user licenses for enterprise software. Other Work Functions: Performs related work as required. Participate in continuing education and training opportunities.