Primary Responsibilities

Responsible for responding to Helpdesk User Requests and processing user submissions to the REDCap Ticket System. Someone should be assigned to this role during business hours

Primary Goal

1. Minimum Goal: Review and either complete, assign to someone else, or send response to user with plan of action within 4 business hours.
   1. Requests submitted before noon today should be completed, assigned, or replied to by the end of the day
2. Ideal Goal: Review and complete with 2 business hours of submission