Responsibilities
- Act as the primary escalation point for Tier I and Tier II technicians
- Lead and support helpdesk operations for managed service clients
- Diagnose and resolve advanced hardware, software, networking, and cloud-related issues
- Coordinate and manage client onboarding and infrastructure standardization projects
- Provide direct end-user support when necessary via phone, remote tools, or email
- Develop project plans outlining scope, timelines, and required resources
- Maintain and update technical documentation and client records
- Contribute to process improvement and IT service management optimization
- Provide mentorship and technical guidance to junior service desk staff
- Evaluate emerging technologies and recommend service improvements
Additional Information
- Hours: Full-Time, Monday through Friday (US Business Hours)
