My official title is Technical Help Desk Analyst, Sr
I'll detail my job duties in a second, but first some background of the environment:
At my employer we have a help desk, that's technically split in 4 different teams.
We're nation-wide, so we have a lot of branches, so we have the branch help desk. Of course we have a home office and it is quite large, so we have a home office help desk. Each one is capable of taking each others calls, the branch help desk is significantly larger than the home office. (They merged together for a while, but now we're split up again, but will merger together again eventually. We're in the process of a major transition.) Each help desk has an escalation team to call for assistance and advice, and to escalate issues that the help desk cannot. I'm on the escalation team for the Branch help desk.
We deal with in-depth issues with mobile devices (windows mobile and blackberrys), remote access tokens, citrix sessions (virtual apps, and direct server logins) PC hardware issues, major-market software (MS Office, etc...) issues, in-house developed applications, vmware, networking, server, and e-mail issues. It's a fantastic job, though it can be difficult during our current transition. I've been working (voluntarily) 65-70+ hours a week since late January (saturdays and sundays included) assisting with the transition.
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I have also done some 'off-the-record' programming to create tools for the help desks to use. I may also be doing some web-design as well for a new intranet site we're trying to get together for the help desk to use a centralized source for updates, information, and tools, since in the transition we're losing our current site
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