Performs complex application support focused on containment and internal resolution and systematically troubleshoots hardware, software, applications, mobile devices, basic networking, and other technology issues by identifying symptoms, researching causes, and resolving or escalating issues as appropriate. Independently manages incidents and service requests using IT Service Management tools, including capture, triage, prioritization, tracking, status updates, troubleshooting, documentation, resolution, and escalation in accordance with established Service Level Agreements, Service Level Targets, procedures, and policies.