Resolve complex service desk incident and problem tickets in ServiceNow, serving as an escalation point for technical issues. Image, configure, and deploy desktop/laptop hardware, software, peripherals, and network printers. Manage user profile migrations, data transfers, file server data storage, network reservations, and account setups (AD, Email, NCID, Citrix). Collaborate with application development and network infrastructure teams to diagnose system-level issues and provide detailed technical telemetry. Lead field support projects, direct junior technician workflows, and report project milestones to management. Create, maintain, and review standard operating procedures (SOPs), process documentation, OLAs, and SLAs annually. Enforce client's security policies to safeguard data integrity and system access.