Responsibilities:

• Provide onsite and offsite IT end-user support, including incident diagnosis, resolution, escalation, and after-hours standby support on a rotational basis.

• Ensure adherence to response SLAs.
• Install, configure, troubleshoot, and support end-user hardware (desktops, notebooks, printers, scanners, iPads) across Windows, macOS, and standard processor platforms.
• Install, re-install, and support operating systems, Microsoft applications, MobileIron, and approved in-house/customer applications.
• Deliver MAC (Move, Add, Change) services and manage third-party vendors for issue resolution and infrastructure changes.
• Perform secure data removal and asset disposal in compliance with customer policies, including documentation and audit requirements.
• Provide comprehensive printer support, BCP desktop support, and preventive maintenance to ensure service continuity.