WHAT YOU WILL BE DOINGThis position reinforces and complements the Global Service Desk support of 24 hours x 7 days a week x 365 days commitment by providing support in the evenings and weekends.Provide remote IT troubleshooting and incident resolution support services for PC and Mac platforms including video conference applications, printers/copiers settings, IP phone systems as well as smartphone devices, general IT hardware/software, and accessories related inquiries.Provide business application support where standard operating procedures are definedBase level understanding of IT infrastructure including networking and ability to build, configure, and support them with the guidance from SMEsCreate and follow SOP documentation and escalate issues appropriately to higher-level or respective staffManage individual workflow and maintain current ticket queue via IT ticketing systemParticipate in ad-hoc data gathering and documentation activities for the urgent support requirements and continuous process improvementsDevelop and maintain a productive and professional relationships with user baseWHAT YOU BRINGAny degree in tech or related discipline or equivalent military experienceMust have 7+ years of relevant experience in IT admin rolesStrong service-oriented mentality is a must- excellent communication/interpersonal skills, ability and willingness to learn and cross train with other IT staff members requiredRecent hands-on technical experience with Windows 11, Mac OSX, Google Workspace, Microsoft Active Directory, system imaging, VPN, basic networking, network connectivity including , PC and Apple hardware, and mobile devicesRecent experience with remote access and remote-control tools to support remote employees. Zoom, MS Remote Desktop, etc.Should be able to handle office network issues and other IT related queries.