• Provide technical support to operational users, resolving hardware and software issues • Configure and maintain Mac computers (macOS), including user profiles and system policies • Perform system formatting, reinstallation, and operating system updates • Configure and manage remote access and VPN solutions • Prepare and configure new equipment for employees (machine onboarding) • Research, evaluate, and purchase IT equipment and peripherals • Manage equipment inventory, including receiving, tracking, and shipping logistics • Implement and maintain security best practices, including blocking unsafe websites • Manage operating system and application updates across all devices • Configure and manage macOS profiles using MDM tools (e.g., Mosyle) • Document IT processes, incidents, and solutions.

• Provide frontline support by responding to customer inquiries • Collaborate within the swarm support model to resolve customer issues • Serve as a knowledgeable resource within the swarm • Ensure timely and thorough follow-up with customers

• Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems. • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Documents incidents and resolutions and provides updates to the knowledge base where applicable • Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

• Own tickets end to end: clarify, investigate, resolve or escalate, and close the loop with the customer • Diagnose with customers live: ask sharp questions, narrow the problem, and translate symptoms into testable hypotheses • Triage work: balance urgency, clinical impact, and internal dependencies • Troubleshoot technical issues: work with JSON, logs, admin tools, basic database concepts, and API integrations • Escalate well: include repro steps, timestamps and identifiers, expected vs actual behavior, impact, severity, and artifacts • Reduce repeat issues: update runbooks, improve playbooks, and escalate recurring bugs with clear examples and impact • Document learnings: strengthen internal knowledge and improve support processes over time • Communicate clearly in writing and live conversations, including clinician friendly explanations