Core Support: Solid Tier 1-2 support experience across Windows, Mac, and Android - including troubleshooting hardware/software, peripherals, basic networking, and connectivity issues. Brings strong critical thinking, troubleshooting curiosity, and analytical skills to complex technical issues rather than just following a script. ITSM & Process: Hands-on experience with ITSM tools like ServiceNow, with an understanding of ITIL, incident manage[ "Comprehensive Technical Support: Provide high-quality Tier 1-2 support for a diverse fleet of Windows, mac. OS, and Android devices, resolving complex hardware, software, peripheral, and connectivity issues. Incident & Service Management: Manage the end-to-one lifecycle of service requests within ServiceNow, adhering to ITIL best practices to ensure timely resolution and high user satisfaction. Endpoint & Identity Management: Execute device provisioning and endpoint management using Intune and Autopilot, while maintaining secure access control through Active Directory. Security & Network Vigilance: Uphold organizational security posture by managing MFA and identity access, following cybersecurity best practices, and collaborating with the Info. Sec team on threat mitigation. Infrastructure & Lifecycle Support: Contribute to the management of IT assets and the change management process, ensuring all hardware and software updates are documented and seamless. Process Improvement & Automation: Identify opportunities to enhance workflows through light scripting or automation tools, moving beyond manual tasks to create more efficient team processes. Project Participation: Play an active role in strategic IT initiatives, including hardware refreshes, software rollouts, and the implementation of new internal processes. Knowledge Leadership: Champion a culture of transparency by maintaining meticulous documentation and contributing regularly to the internal Knowledge Base to empower both teammates and users. User Experience Advocacy: Act as a "servant-leader" in technical support, focusing not just on closing tickets but on elevating the overall technology experience for every employee. Collaborative Problem Solving: Bring a curious, self-motivated, and "team-first" attitude to the IT department, proactively speaking up with ideas to improve service delivery and team cohesion." ][ "Core Support: Solid Tier 1-2 support experience across Windows, Mac, and Android - including troubleshooting hardware/software, peripherals, basic networking, and connectivity issues. Brings strong critical thinking, troubleshooting curiosity, and analytical skills to complex technical issues rather than just following a script.\r\n\r\n. ITSM & Process: Hands-on experience with ITSM tools like ServiceNow, with an understanding of ITIL, incident management, and a track record of clear documentation or knowledge base contributions.\r\n\r\n. Endpoint Management: Experience with Intune, Autopilot, and Active Directory is a huge plus - especially for those who've handled device provisioning, endpoint management, or access control.\r\n\r\n. Security Awareness: Some familiarity with networking and cyber security best practices is highly valuable given the environment - things like MFA, identity access, or working closely with Info. Sec teams.\r\n\r\n. Innovation & Automation: A proactive self-starter who looks to drive process improvement. Experience or interest in change management, asset management, automation tools, or light programming/scripting to improve workflows. Awareness of, or exposure to, AI-driven automation trends is highly ideal.\r\n\r\n. Data & Analytics: Basic database administration skills and experience to include SQL, BI, etc.\r\n\r\n. Mindset & Aptitude: Demonstrates a high motivation and natural aptitude for current technology, with a continuous learning mindset and the ability to adapt quickly to changing environments." ]

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