Diagnose and resolve employee IT issues involving access and login problems, Windows and macOS laptops, enterprise software, peripherals, printers, mobile devices, basic networking, DNS, VPN and remote access, collaboration tools, AV, and conference‐room technology. Triage, prioritize, document, resolve, route, and escalate incidents and service requests; gather complete troubleshooting details … tools, including Active Directory, Microsoft Entra ID, SSO, MFA, group or role management, provisioning, and deprovisioning. Experience supporting Microsoft 365, collaboration platforms, video conferencing, VPN or remote‐access solutions, and common SaaS applications. Experience using an ITSM platform, preferably Jira Service Management, including ticket workflows, queues, SLAs, automation, permissions, integrations ...