<p><strong><span data-contrast="none">Who You Are</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335557856":16777215,"335559685":0,"335559737":0,"335559738":200,"335559739":80,"335559740":279}"> </span></p> <p><span data-contrast="none">You are a seasoned infrastructure and end-user support professional who combines broad technical expertise with a service-first mindset. You diagnose complex issues quickly, communicate clearly with customers and colleagues, and take ownership through resolution.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335557856":16777215,"335559738":0,"335559739":100}"> </span></p> <p><strong><span data-contrast="none">About The Role</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335557856":16777215,"335559738":200,"335559739":80}"> </span></p> <p><span data-contrast="none">As the Senior Infrastructure and End User Support Consultant, you will serve as a senior technical escalation point and technical owner for assigned customer environments. You will support end-user compute and core infrastructure services, guide Level 1 and Level 2 technicians, and contribute to projects, automation, and service improvements across a managed services portfolio.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><strong><span data-contrast="none">Other responsibilities include: </span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335557856":16777215,"335559685":0,"335559737":0,"335559738":200,"335559739":80,"335559740":279}"> </span></p> <ul> <li><span data-contrast="none">Serve as a senior escalation point for infrastructure and end-user compute issues, providing guidance to Level 1 and Level 2 technicians and ensuring timely resolution of incidents and service requests.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":1,"335551620":1,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li> <li><span data-contrast="none">Act as the technical owner for assigned customer environments, supporting end-user compute, identity, virtualization, and core infrastructure services in alignment with contractual commitments.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":1,"335551620":1,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li> <li><span data-contrast="none">Design, build, deploy, and maintain Windows endpoint images, deployment standards, application packaging, and automated provisioning processes.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":1,"335551620":1,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li> <li><span data-contrast="none">Administer and support Microsoft 365, Active Directory, Azure AD/Entra ID, Exchange Online, Teams, OneDrive, and identity-related technologies.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":1,"335551620":1,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li> <li><span data-contrast="none">Manage endpoint platforms and lifecycle operations including hardware standards, procurement recommendations, imaging, deployment, patching, refresh programs, and asset management.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":1,"335551620":1,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li> <li><span data-contrast="none">Support and troubleshoot virtual desktop infrastructure (VDI), remote access solutions, and modern workplace technologies.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":1,"335551620":1,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li> <li><span data-contrast="none">Assist with administration and troubleshooting of Windows Server, VMware, storage, backup, and related infrastructure platforms impacting customer environments.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":1,"335551620":1,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li> <li><span data-contrast="none">Ensure all incidents, requests, changes, and project work are accurately documented within ServiceNow, including technical findings, root cause analysis, and knowledge transfer details.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":1,"335551620":1,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li> <li><span data-contrast="none">Develop and maintain technical documentation including SOPs, build guides, imaging procedures, architecture diagrams, and customer-specific support runbooks.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":1,"335551620":1,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li> <li><span data-contrast="none">Participate in infrastructure projects including server deployments, migrations, Microsoft 365 initiatives, onboarding activities, and technology refresh efforts.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":1,"335551620":1,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li>