Key Responsibilities:
* Provide Tier 2 technical support for hardware, software, operating systems, Microsoft 365 services, and end-user devices.
* Troubleshoot and resolve complex incidents escalated from Level 1 support.
* Support endpoint management, device compliance, software deployment, and Windows lifecycle activities.
* Assist with identity, authentication, remote access, and access-related issues.
* Perform root cause analysis and participate in incident, problem, and change management processes.
* Create and maintain technical documentation, knowledge articles, and support procedures.
* Identify opportunities for process improvement, automation, and operational efficiency.
* Participate in technology deployments, testing, major incident response, and service improvement initiatives.
* Serve as a technical mentor and escalation resource for Level 1 support staff.
* Monitor and maintain service levels, customer satisfaction, and operational performance metrics.

Minimum Yrs of Experience, Skills, and Qualifications
6+ years of desktop or end-user support experience.
* Experience supporting enterprise Windows environments and Microsoft 365 services.
* Knowledge of Incident, Problem, and Change Management processes.
* Experience with endpoint management, remote support tools, and troubleshooting complex technical issues.
* Strong customer service, communication, documentation, and analytical skills.