• Provide Tier 1–2 technical support for macOS and Windows devices, including troubleshooting hardware, OS, and application issues. • Assist users with setup, configuration, and maintenance of laptops, peripherals, and collaboration tools. • Support remote employees across multiple time zones using remote-access tools and ticketing systems. • Administer and support core SaaS platforms (e.g., Microsoft 365, Slack, project management tools, identity providers). • Troubleshoot login, access, and integration issues across cloud services. • Maintain user accounts, permissions, and security settings in line with established policies and least-privilege principles. • Support device management and compliance using MDM tools (e.g., Jamf, Intune, Kandji, or similar) across Mac and Windows fleets. • Assist with security monitoring, patching, and incident response workflows, escalating issues where appropriate. • Help enforce security standards, including MFA, password policies, and data-handling guidelines for a distributed team. • Maintain accurate documentation of processes, troubleshooting steps, and system configurations. • Contribute to IT knowledge base articles and user guides to enable self-service and consistent support. • Assist with onboarding and offboarding, including provisioning and deprovisioning accounts, devices, and access to core systems. • Collaborate with IT and security leadership on continuous improvement of tools, workflows, automation, and internal service quality.