This position's primary purpose is to work as a team member on the IT Service Desk, which serves as the primary point of contact for 6,000 end-users technical Incidents and Service Request needs. This position will report to the IT Service Desk Supervisor, is built on ITIL principles, and is results-driven. Performance measured via KIP's related to answering support calls, responding to emails, categorizing, and resolving tickets within defined SLA's. Monitoring and reporting of IT service availability and VIP support are required. Quality, consistency, professionalism, and timely customer service are the number one priority of this position.