The position involves operative responsibility in incident, problem, and configuration management in support of our client's Production environment. The individual will support the IT Infrastructure and Services organization by defining, documenting, supporting, and validating processes necessary to maintain Chattanooga Help Desk Operations. This role serves as the first line of service delivery to handle critical and day-to-day requests from users in Help Desk, Tech Hub, or Dispatch areas. The individual will work with application teams, server teams, and business units to provide coordination services under the direction of the local ITP. Responsibilities include maintaining the client's Chattanooga help desk 24X7 and collaborating with other Help Desk and partners to ensure speedy resolution of requests. The individual specializes in delivering first-level support solutions for production connected systems and is responsible for documenting processes necessary to maintain such an environment. They will work directly with other support teams and business process owners to identify and improve support delivery to end users. The role also involves supporting all defined facility processes and improving service delivery, reviewing, logging, and maintaining monitoring solutions, and identifying and reporting on key performance indicators to assure availability of production systems. Additionally, the individual will be responsible for ticket auditing and reporting, and for manning, maintaining, and delivering phone support for all production equipment, coordinating with internal resources and third-party suppliers to reach resolutions under tight timelines.