Provide technical support to users of IT services and applications, resolve customer issues in real time, maintain system availability, and take initial action toward resolving anomalies. The role includes support for complex IT environments involving shared networks, voice and video systems, and internet services, with 24/7/365 on-call coverage for critical issues supporting a classified Intelligence Community customer.

Provides Tier 1 technical support to employees remotely and onsite, resolves issues within SLAs, manages onboarding and offboarding, configures accounts and laptops, supports meetings and events, maintains documentation, escalates incidents, and contributes to IT process improvements and system deployments. The role also evaluates technology trends, collaborates with vendors and project teams, and requires lifting equipment and moving around the office.