• Serve as the first point of contact for employees seeking technical assistance via phone, email, chat, remote support, and in-person interactions, delivering exceptional customer service and meeting established SLA targets. 
• Troubleshoot and resolve hardware, software, mobile device, connectivity, and end-user computing issues across Windows, macOS, Microsoft 365, and other business-critical applications. 
• Provide hands-on and remote support for laptops, desktops, peripherals, and related technologies, including installations, upgrades, replacements, repairs, configurations, and deployments. 
• Manage support requests through the ticketing system, ensuring timely resolution, accurate documentation, and proactive communication with users. 
• Support and troubleshoot networking, cloud, and endpoint technologies, including Cisco, Fortinet, Amazon WorkSpaces, Microsoft Intune, Jamf, SCCM, and Windows Autopilot. 
• Deliver operational support for conference room technology, audiovisual systems, telephony solutions, and office security systems to ensure a seamless workplace experience. 
• Lead endpoint lifecycle activities, including device provisioning, operating system deployments, upgrades, asset tracking, inventory management, warranty coordination, and compliance initiatives. 
• Create, maintain, and improve knowledge base articles, troubleshooting guides, FAQs, and technical documentation to enhance self-service and team efficiency. 
• Partner with cross-functional teams to research, evaluate, test, and recommend new technologies and solutions that improve employee productivity and strengthen the IT environment. 
• Support employee onboarding and day-to-day operations by provisioning equipment, delivering technical onboarding, identifying root causes of recurring issues, implementing preventive solutions, and providing executive/VIP user support when needed. 

Success in This Role Looks Like 

• Consistently delivering excellent customer service and maintaining positive relationships with employees at all levels of the organization, including executive and VIP users. 
• Resolving end-user issues efficiently while meeting or exceeding established service level expectations. 
• Taking ownership of incidents, requests, and projects from start to finish while ensuring work is properly documented in tickets and knowledge articles. 
• Demonstrating a continuous learning mindset and steadily expanding responsibilities within endpoint engineering and systems management. 
• Collaborating effectively with team members across support, infrastructure, security, and engineering functions. 
• Maintaining accurate asset, configuration, and endpoint records while adhering to security and compliance requirements. 
• Becoming a trusted technical resource who can independently manage day-to-day support activities while contributing to larger endpoint management projects.