- Provide support for the implementation, troubleshooting, and maintenance of IT systems
- Provide Tier 1 (Help Desk) problem identification, diagnosis, and resolution of problems
- Manage the daily activities of configuration and operation of IT systems
- Provide assistance to users in accessing and using IT systems
- Provide Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis, and resolution of problems
- Provide support to IT systems, including day-to-day operations, monitoring, and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
- Provide support for the escalation and communication of status to agency management and internal customers
- Optimize system operations and resource utilization, and perform system capacity analysis and planning
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