Monitor the Freshworks 2nd level ticket queue to resolve user IT needs—including Windows/Mac PCs, mobile devices, printers, label printers, wireless scanners, and Google Suite—within established SLAs, while conducting monthly HelpDesk reporting to drive continuous support improvements. Collaborate with remote GIT network and infrastructure teams to facilitate local hardware changes (e.g., switch/server refreshes), participate in global IT initiatives, and provide high-touch IT support for onsite senior executive reviews and events.