• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity. • Provides personal computer support, problem analysis, and hardware/software installation and configuration. • Interacts daily with customers to ensure productivity; provides individual feedback. • Responsible for scheduling and coordinating all training activities. • Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar. • Contacts hardware and software vendor representatives to solicit and arrange product demonstrations. • Maintains collection of technical publications pertaining to state-of-the-art hardware and software products and other materials. • Monitors team productivity and quality; provides individual feedback. • Prepares and delivers employee and customer coding and data entry training. • Maintains and verifies daily statistics; generates daily statistical reports. • Maintains an audit trail and statistical records of all problems and conditions reported by the client.