This person is required to sit on-site. The team uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Communicates status of progress to the customer and provides updates using a call tracking system. Serves as a resource for other technicians to help solve complex problems, installs and images new computers, loads software, deploys business applications, installs printers/peripherals, handles user data migration, works with data center operations for server/account management, and creates/maintains technical documentation.