Handle level 2 tickets (and level 1 when necessary, such as answering phones and creating tickets).
Manage staff onboarding (equipment deployment) and offboarding.
Train state staff and provide support for issues requiring escalation, ensuring timely completion.
Utilize PowerShell scripting to maximize platform management productivity.
Administer corporate mobile device management (MDM) solutions.
Maintain platform security and compliance aligned with the agency's cybersecurity program to protect data.
Test Group Policies and endpoint OS updates.
Utilize standard enterprise tools to develop or implement infrastructure hardware, software, and other technical components.
Provide preventative maintenance, troubleshooting, and rapid resolution of routine problems to ensure infrastructure stability.
Collaborate with business operations, project management, and other IT teams to coordinate work efforts and establish processes.
Perform system software and hardware upgrades and changes, including planning, scheduling, testing, and coordination.
Monitor, measure, and test current/new infrastructure products and services.
Perform operational, project, and support tasks with little to no supervision while meeting or exceeding SLAs.
Develop deployment documentation such as design/environment specifications, user and technical manuals, and process documentation.
Use remote access technologies (VPN, terminal services).
Collaborate with internal/external application support, systems infrastructure, security, network, telecom, and service desk departments.
