Participates actively in cross-functional I&O team meetings to stay aligned on changes, incidents, and service delivery goals Reviews ITS morning meeting outputs and evaluates their potential impact on user support or service desk operations Acts as a liaison between the service desk and other IT functions, communicating user feedback and systemic issues Assists in training and mentoring Level I technicians to improve team skill level and consistency Contributes to and maintains the internal knowledge base with solutions, workarounds, and troubleshooting guides Provides input on service desk metrics, SLA reporting, and service improvement initiatives Keeps peers and end users informed of known issues, service outages, change implementations, and resolution progress Documents all troubleshooting steps and resolutions clearly and thoroughly in the ticketing system Maintains awareness of updates and changes in the IT environment and communicates relevant information to stakeholders Stays current with industry trends, technologies, and support best practices relevant to the supported environment Completes technical and interpersonal development training to continuously improve performance and service quality Qualifications About You: You consistently deliver high-quality work with attention to detail and a strong sense of ownership You excel at diagnosing and resolving complex technical issues and enjoy a hands-on, analytical approach to solving problems You have advanced proficiency with Microsoft Office Suite, Windows operating systems, remote access technologies, and enterprise IT tools You communicate clearly and professionally, both verbally and in writing, with users, peers, and leadership You are highly organized, with excellent time management and prioritization skills to manage competing tasks and deadlines You take initiative, follow through on commitments, and demonstrate accountability in your work You bring leadership qualities to the team, supporting and mentoring others, managing small projects or initiatives, and contributing to process improvements You are capable of setting clear goals and aligning your work with team and organizational objectives You thrive in collaborative environments and contribute to cross-functional efforts that improve overall service delivery and user satisfaction You actively seek out opportunities to expand your knowledge and stay current with evolving technologies and best practices in IT support This is a hybrid position with 3 days in office and 2 remote; Schedule is subject to the manager's discretion Compensation of $27 per hour, depending on the experience. #MasTecJobs #MasTecCareers #BeSuccessfulWithUs #IAmMasTec #WeAreMasTec #MasTecFamily #MasTecCommunicationsGroup #MasTecCommunicationsCareers.