* Acts as a level 2 support for technical issues, or escalation point from Level 1 Service Desk support

* Able to resolve technical issue remotely within the given SLA

* Provides technical support via remote connection (BeyondTrust) to large enterprise government agency users

* Resolves software installation and software upgrade issues via Software Center/CCMCache

* Resolves access, sign-in issues, and general usage of M365 Office account

* Generates logs and screenshots required to escalate to third-party vendors

* Troubleshoots basic network connection issues

* Proactively shares and collaborates with colleagues for knowledge-sharing

* Provide additional shift coverage, including on scheduled off days when required, to support operational needs and maintain service levels during team member absences or manpower shortages.

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