- Serve as the primary, front-line IT service desk support contact, warmly receiving, triaging, and resolving inbound support requests from global employees.
- Actively manage the IT ticket queue (triage, assign, update, resolve, or escalate) while adhering to established SLAs/OLAs.
- Administer user lifecycle management (provisioning, de-provisioning, and role updates) within Okta and Google Workspace.
- Deploy, configure, and troubleshoot employee workstations (macOS) and mobile devices (iOS and Android) utilizing Jamf MDM.
- Provision and troubleshoot secure remote access and VPN solutions utilizing Cloudflare One and Jamf.
- Leverage AI tools to analyze SaaS and desktop applications and help build smart automations to streamline IT processes and workflows.
- Assist with onboarding/offboarding logistics, including configuring hardware, managing software licenses, and conducting engaging IT orientation presentations.
- Train and guide employees on how to get the most out of their tools and technology, and assist with remote video conferencing setups when needed.