Responsibilities:

Answers service-desk phone and emails
Responds to customer's requests as appropriate
Provides direction and updates as directed
Creates and assigns service-requests
Coordinates new user computer requests
Works closely with IT and GIS managers to meet customer service expectations
Follows up with customers to provide information and coordinate further action
Maintains communications between IT employees and end-users to maximize customer service levels
Assists with coordination of software and hardware maintenance contracts
Works directly with vendors to obtain quotes
Assists with processing and receiving orders for computer equipment and printer supplies
Coordinates and maintains equipment physical inventory system
Tracks equipment moves for all locations
Coordinates computer equipment reservations
Monitors customer service operation and provide statistical analysis, to recommend productivity changes and improve customer satisfaction levels, using various data sources, such as customer satisfaction surveys and service-request system
Helps develop strategies and techniques to enhance the department's effectiveness
Works directly with technical support staff in helping troubleshoot service issues and resolve customer dissatisfaction
Creates and presents reports along with county-wide newsletters regularly.