Provides L1 and moderate L2 technical support for assigned client environments. Resolves tickets, troubleshoots unfamiliar issues, documents solutions, identifies recurring problems, communicates with client stakeholders, mentors junior analysts, maintains ticket accuracy, participates in on-call rotations, and supports Windows, macOS, cloud productivity, networking, and business applications. The role may be remote, hybrid, in-office, or client-site depending on engagement needs.

Provides L1 and moderate L2 technical support for assigned client environments, resolves tickets, troubleshoots Windows, macOS, cloud, networking, and business application issues, communicates with client stakeholders, documents resolutions, identifies recurring problems, mentors junior analysts, maintains ticket standards, and participates in on-call coverage. The role may be remote, hybrid, in-office, or client-onsite and requires compliance certifications for regulated environments.

Provides intermediate technical support through phone, ticketing, remote support, and onsite assignments. Monitors queues, documents incidents, meets SLAs, resolves Level I escalations, updates IT Glue knowledge articles, troubleshoots Active Directory, virtualization, Windows servers, Microsoft 365, networking, and ISP issues, and supports vendor coordination. Travel may reach 25–50%, with on-call and outage-response responsibilities.