Key responsibilities include: Diagnose, troubleshoot, and resolve Incident and Catalog Task tickets for end-users• Document all work in ServiceNow quickly, accurately, and thoroughly• Meet SLA resolution timelines and maintain ownership of assigned work• Follow structured escalation workflows and communicate clearly with end-users and internal IT support teams• Collaborate with teammates by sharing knowledge, relevant support resources, and examples from prior tickets when useful. The selected candidate will help diagnose and resolve technology issues, support service requests, document work in ServiceNow, meet service expectations, and contribute to a reliable, positive support experience for end-users.