• Serve as the first point of contact for technical support requests from customer sites • Troubleshoot hardware and software issues related to our Automated Guided Vehicle (AGV) systems and supporting infrastructure • Document issues and resolutions in our ticketing system • Escalate complex issues to Tier 2 support when needed • Assist with monitoring customer site health and system uptime

• Provide timely support for hardware, software, OS, and network‑related issues. • Troubleshoot Windows OS, VPN, MFA, email, and business applications. • Resolve incidents through remote or onsite support. • Escalate complex issues to L2/L3, Lead, or IT teams as needed. • Maintain strong customer service and communication throughout the support process. • Manage assigned tickets in the HelpDesk system (Jira Service Management or similar). • Ensure accurate ticket categorization, prioritization, and status updates. • Meet or exceed SLA targets for response and resolution. • Document troubleshooting steps, root cause, and resolution clearly. • Avoid overdue tickets through proactive communication and follow‑through. • Prepare and configure laptops for new hires. • Set up user accounts, access permissions, and required applications. • Support secure offboarding by revoking access and recovering assets. • Support allocation, replacement, and recovery of equipment. • Maintain accurate asset records and assist with audits. • Report low inventory levels and coordinate replenishment with procurement. • Install and configure business applications and productivity tools. • Support MFA, VPN, endpoint protection, and security tools. • Ensure compliance with IT security policies and data protection standards. • Assist with password resets, access requests, and permission updates. • Maintain accurate documentation of troubleshooting steps and procedures. • Communicate proactively with users regarding ticket progress and expectations. • Collaborate with IT, Automation, and Professional Services teams on cross‑functional issues.

• Resolver incidencias de primer nivel en aplicaciones de software. • Asistir en accesos, autenticación y credenciales. • Configurar perfiles, roles y permisos. • Analizar y documentar errores, escalar tickets cuando sea necesario. • Dar soporte en aplicaciones web (cloud) y desktop (legacy). • Interactuar con clientes finales y equipos internos.

• Perform all required responsibilities and duties in accordance with LMI/MRSS policies and procedures. • Actively engage in your role, make informed decisions, be accountable for all outcomes. • Deliver exceptional service to internal and external clients, partners, teammates. • Support and facilitate the government-client with the in-take, validation, and compliance review of all peer-reviewed scientifically based merit proposals. • Analyze and disseminate data regarding program support. • Provide program management support to scientific portfolio managers in the administrative management and budgetary tracking of the research and development portfolio.