Independently resolve a broad range of incidents and requests, including non-routine issues requiring deeper troubleshooting and analysis. Mentor junior technicians; reinforce troubleshooting discipline, escalation quality, ticket documentation standards, and customer communication. Provide hands-on local execution to support remote troubleshooting efforts (e.g., device swaps, basic validation/testing, local checks) within approved safety and policy boundaries. Support operational user technologies and workflows; rapidly coordinate escalation for production-impacting incidents. Create and maintain knowledge articles and local runbooks reflecting real site conditions; identify and correct outdated documentation. Install, configure, and upgrade hardware/software and complete device refreshes and swaps; validate functionality and performance after changes. Manage and track inventory of hardware and IT assets, including asset tagging and software license awareness/coordination per process. Provide end-user training and guidance on approved hardware, software, and collaboration tools; develop or improve quick-reference materials as needed. Participate in site support planning and small projects; coordinate with vendors/third-party partners as assigned for delivery, installation, or troubleshooting. Ensure escalations to centralized IT teams include complete diagnostics, clear problem statements, and documented steps taken. Participate in location-based on-call rotations and flexible scheduling as required to support critical operations, which may include weekends and holidays as needed; coordinate cross-site support when appropriate. CONTINUOUS IMPROVEMENT EXPECTATIONS Documentation, tooling, and ITSM workflows are actively maturing. All team members are expected to contribute to continuous improvement. Identify outdated, unclear, or missing documentation and submit feedback or suggested updates appropriate to role level. Capture lessons learned in ticket notes and knowledge contributions to reduce repeat incidents and improve consistency. Identify gaps between documented procedures and site realities and provide clear feedback or suggested updates to improve shared knowledge and runbooks. Improve documentation accuracy and usability to support consistent resolution and onboarding. Identify recurring issues and propose practical remediation actions to reduce repeat incidents. SCOPE AND COMPLEXITY Operates with high independence due to site model. Serves as a key escalation resource for junior technicians and a primary local execution partner for centralized IT teams. Uses sound judgment to prioritize work based on production impact and business risk. ADDITIONAL DUTIES AND RESPONSIBILITIES