Lead day-to-day service desk support, provide advanced troubleshooting and escalation assistance, coordinate ticket workloads, and coach technical support analysts. Maintain service quality, documentation, endpoint and account support, security practices, and collaboration with engineering, cybersecurity, vendors, and other teams.
Provide Level 1 and Level 2 technical support to employees, resolving issues across Windows endpoints, Microsoft 365, identity and access, connectivity, applications, and peripherals while prioritizing first-contact resolution. Manage tickets through resolution or escalation, document troubleshooting clearly, protect sensitive information, and contribute to knowledge management, user education, and service improvement.
