Key Responsibilities• Serve as the primary liaison between IT teams and operational employees, ensuring technical solutions and workflows align with business needs• Provide troubleshooting support for high-visibility and critical hardware and application issues directly with end users• Support users through hardware and software upgrades, resolving issues, answering questions, and documenting/escalating bugs requiring subject matter expert involvement• Address user concerns and technical questions using strong customer service and communication skills, determining what issues can be addressed with training versus which qualify for as value added change requests.• Analyze and learn business applications and processes to better understand issues and identify enhancements• Support operations systems including handhelds, IoT devices, printers, and related devices• Use root cause analysis to troubleshoot and document system issues• Create and maintain process documentation, data flow diagrams, and troubleshooting guides.