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Summary:Operate, maintain and coordinate an Information Technology Service Desk that provides internal customers with a single point of contact for technical problems. Initiates access to IT provided services, the resolution of IT related problems, inquiries into the status of work in progress, and helps define and coordinate the information systems related training needs of users.Supports company personnel in utilizing endpoint computer equipment, software, and peripherals, such as a PC, laptops, or printers. Provides support for Office Systems and applications. Maintains supporting documentation.Principal Duties and ResponsibilitiesAcquires and maintains knowledge and skills required to support all designated software products employed by Tropical Shipping, working knowledge of all computing platforms and networks installed, and familiarity with business processes using them.Responsible for taking incoming telephone and/or email inquiries, troubleshooting and diagnosing hardware, software, applications and network problems.Ensures Service Desk requests are logged, tracked, and followed up with in an appropriate manner, resolved or scheduled for resolution by appropriate IT technical staff in a timely manner. Record and document issues and resolutions with the Helpdesk ticketing application.Assists users with the completion of service requests, reporting production incidents, and with any IT related questions and inquiries they may have.Provides support to users remotely or in person. Prepares system documentation.Sets up and installs endpoint computers, printers, scanners, and other peripherals, upgrading firmware, software, and outdated hardware systems as needed.Maintains inventory of hardware, software, and peripherals. Create records of repairs and fixes.Ensures compliance with corporate guidelines for the use and operation of endpoint systems.Maintains system security and data privacy and protection.Performs other duties as assigned.High School Diploma or equivalent.ExperienceThree years PC application support with Service Desk or similar technical customer service background.