3+ years of experience in an IT service desk, help desk, or IT operations role supporting both internal and external customers.3+ years of hands-on first-level support experience with Microsoft 365, Active Directory / Entra ID (password resets, account administration, MFA), and Windows desktop troubleshooting.Mainframe operations experience required job/batch monitoring, abend response, rerun/restart procedures, and console operations (z/OS, JCL, JES, and job scheduling tooling such as Control-M