Contribute to maintaining a meaningful and relevant set of knowledge-base articles for end users and technology staff, including, but not limited to, onboarding/offboarding guides, troubleshooting guides for common and unique issues and circumstances, internal team and external vendor contact, support, and escalation guides, and general operational runbooks. Provide frontline service desk support, including but not limited to answering inbound calls, resolving request and incident tickets, staffing our tech bar, addressing end user issues in person and remotely with punctuality, courtesy, and professionalism, and escalating problems and major incidents promptly.