Provide tier-two technical support for desktops, OSes and applications: troubleshoot hardware and software, implement updates and images, coordinate vendor repairs, document incidents and KB articles, analyze new hardware/software, participate in after-hours rotations, and escalate critical issues to senior specialists.

Lead and manage high-impact production incidents end-to-end, coordinate across engineering/infrastructure/application teams, communicate to senior stakeholders, conduct post-incident reviews, recommend preventive measures, improve incident management processes, and provide technical leadership for operational stability and project integration.

Prepare, package, test, and deploy applications across Windows and macOS using enterprise management tools (SCCM, Intune, Jamf). Create silent installers, perform compatibility testing, troubleshoot installation failures, manage application lifecycle (upgrades/patches/versioning), and maintain packaging documentation and standards while collaborating with IT/security teams.