Perform Desktop Support services to users which includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations. Perform imaging/re-imaging Perform technical escalation to 3rd party vendor or resolver groups (where appropriate) Perform local server administration to facilitate software distribution and patch management service. Manage client platform implementation/upgrade projects. Ensure deliverables meet service level requirements and propose/implement action plans when required. Establish facility management standards/best practices to ensure operational consistency across project/facility management teams. Submit progress reports.