ABOUT THE ROLE 100% on site with 1 Possible Telework Day Key Responsibilities Identify & Resolve: Act as the primary filter for incoming technical requests, resolving 70-80% of issues on the first call. Ticketing & Documentation: Maintain detailed logs of all interactions in our ITSM (e.g., ServiceNow). Remote Troubleshooting: Use remote desktop tools to guide users through software installations, password resets, and connectivity issues. Escalation: Recognize when a problem is beyond Tier 1 sco