• Analyze and assess an existing, heterogeneous service and system landscape • Identify optimization potential and develop measures to modernize the infrastructure • Design and implement automation solutions (e.g., with Ansible and Puppet) to increase operational efficiency • Support the further development and standardization of the platforms and services in use • Plan, prepare, and execute a migration of existing services to a modernized target environment • Ensure a stable and as uninterrupted as possible transition during the migration • Document the actions taken and transfer knowledge to internal teams

• Provides technical and Subject Matter Expert (SME) support for the program. • Research, identify and close stagnant PQDRs. • Captures, understands, translates, and documents customer requirements. • Defines system and program requirements; and generates software performance and reliability specifications and requirements. • Creates and maintains programmatic and technical documentation to insure efficient planning and execution. • Manages and documents system configurations and oversees all transitions into production. • Performs troubleshooting and remediation, ensures successful program changes/migrations, and provides post project end user support.

• Provide Level 1 and Level 2 technical support to employees across a global and distributed organization. • Troubleshoot hardware, operating system, application, account access, connectivity, and workplace technology issues. • Manage incoming support requests through helpdesk and ITSM platforms, ensuring appropriate prioritization, documentation, communication, and resolution. • Diagnose and resolve common issues across macOS, Windows, browsers, productivity applications, collaboration tools, and SaaS platforms. • Escalate complex technical issues to senior IT engineers, security teams, application owners, or external vendors when required. • Maintain strong service levels and provide a professional, customer-focused support experience. • Identify recurring incidents and contribute to root-cause analysis and long-term resolution. • Support the complete lifecycle of corporate endpoint devices, including provisioning, configuration, deployment, maintenance, troubleshooting, replacement, and decommissioning. • Manage and support macOS and Windows endpoints using modern endpoint management and MDM platforms. • Work with tools such as Kandji, JumpCloud, Microsoft Intune, or similar endpoint management solutions. • Assist with device enrollment, configuration profiles, security policies, application deployment, OS updates, patching, and compliance monitoring. • Troubleshoot endpoint performance, encryption, software installation, policy enforcement, and device compliance issues. • Support remote employees with device setup, replacement, recovery, and technical troubleshooting. • Maintain accurate endpoint inventory and asset lifecycle records. • Assist with secure device offboarding, data protection, and equipment recovery processes. • Support end-to-end IT onboarding and offboarding processes for employees and contractors. • Provision and deprovision user accounts, devices, applications, groups, and access based on approved requests and role requirements. • Coordinate with people/HR, hiring managers, security, and IT teams to ensure a smooth employee technology experience. • Support employee transfers, role changes, promotions, department changes, and access modifications. • Ensure access is removed promptly and securely during employee offboarding. • Follow established access-control, approval, and audit requirements. • Identify opportunities to improve and automate repetitive employee lifecycle tasks. • Support day-to-day identity and access management activities across enterprise applications. • Assist with user provisioning, deprovisioning, group membership, application assignments, and access troubleshooting. • Support identity platforms such as JumpCloud, Okta, Microsoft Entra ID, or similar solutions. • Troubleshoot common Single Sign-On (SSO), Multi-Factor Authentication (MFA), password, authentication, and account access issues. • Assist with access reviews and basic identity governance activities. • Follow least-privilege and role-based access principles when managing user access. • Escalate complex identity, integration, or security-related issues to senior engineers or security teams. • Support commonly used enterprise collaboration and productivity platforms, including Google Workspace, Microsoft 365, Slack, Zoom, Atlassian products, and similar SaaS applications. • Assist with account administration, permissions, groups, licensing, and user troubleshooting. • Troubleshoot common issues involving email, calendars, file sharing, collaboration tools, conferencing platforms, and browser-based applications. • Support basic integrations and workflows between workplace applications where appropriate. • Work with application owners and vendors to resolve service issues. • Maintain awareness of commonly used enterprise SaaS tools and their role within the employee technology environment. • Work within established IT Service Management processes for incidents, service requests, access requests, and escalations. • Use ITSM and helpdesk platforms such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar tools. • Ensure tickets contain accurate troubleshooting notes, resolution details, and user communication. • Follow agreed prioritization, escalation, and service-level processes. • Contribute to improving ticket workflows, request forms, knowledge articles, and support processes. • Identify repetitive support issues and recommend opportunities for standardization or automation. • Support basic reporting on ticket trends, recurring incidents, and service performance. • Assist with maintaining endpoint security and compliance controls across corporate devices. • Support device encryption, OS patching, security agents, endpoint protection, and compliance policies. • Assist with tools such as SentinelOne, CrowdStrike, Microsoft Defender, or similar endpoint security platforms. • Identify and escalate suspicious endpoint behavior, security alerts, or policy violations. • Support security and compliance initiatives related to endpoint management and employee access. • Follow established security standards and contribute to audit evidence collection when required. • Collaborate with Security teams on remediation activities and endpoint-related security incidents. • Create and maintain clear technical documentation, troubleshooting guides, standard operating procedures, and knowledge-base articles. • Document common incidents and repeatable resolution procedures. • Develop employee-facing guides for common technology processes and self-service support. • Ensure operational documentation remains current and usable by the broader IT team. • Contribute to improving internal support processes and reducing recurring support demand. • Communicate clearly and professionally with employees across different technical skill levels. • Translate technical issues into simple, understandable language. • Work collaboratively with IT Operations, Security, People/HR, Finance, Engineering, and other business teams. • Provide regular updates during incidents and complex support cases. • Collaborate effectively across multiple time zones in a distributed environment. • Demonstrate empathy, patience, accountability, and a strong customer-service mindset.

• Provide Level 1 and Level 2 technical support to employees across a global and distributed organization. • Troubleshoot hardware, operating system, application, account access, connectivity, and workplace technology issues. • Manage incoming support requests through helpdesk and ITSM platforms, ensuring appropriate prioritization, documentation, communication, and resolution. • Diagnose and resolve common issues across macOS, Windows, browsers, productivity applications, collaboration tools, and SaaS platforms. • Escalate complex technical issues to senior IT engineers, security teams, application owners, or external vendors when required. • Maintain strong service levels and provide a professional, customer-focused support experience. • Identify recurring incidents and contribute to root-cause analysis and long-term resolution. • Support the complete lifecycle of corporate endpoint devices, including provisioning, configuration, deployment, maintenance, troubleshooting, replacement, and decommissioning. • Manage and support macOS and Windows endpoints using modern endpoint management and MDM platforms. • Work with tools such as Kandji, JumpCloud, Microsoft Intune, or similar endpoint management solutions. • Assist with device enrollment, configuration profiles, security policies, application deployment, OS updates, patching, and compliance monitoring. • Troubleshoot endpoint performance, encryption, software installation, policy enforcement, and device compliance issues. • Provide support for remote employees with device setup, replacement, recovery, and technical troubleshooting. • Support end-to-end IT onboarding and offboarding processes for employees and contractors. • Provision and deprovision user accounts, devices, applications, groups, and access based on approved requests and role requirements.