**Introduction**

**Your role and responsibilities**
Technical Support Professional, IBM Corporation, Armonk, NY and various unanticipated client sites throughout the US (Up to 100% telecommuting permitted):

* Responsible for addressing advanced complex hardware setup and software installation issues.
* Advanced troubleshooting for incidents escalated from lower tiers (Tier 1, 2, 3) to ensure optimal system performance and minimal downtime.
* Act as an administrator implementing IT security policies and processes using tools such as Tenable and Security Center.
* Monitor and route system tickets via ServiceNow, manage tasks using Jira, generate operational reports, and coordinate system patching.
* Process DQL and SQL queries for accurate reporting and analysis.
* Serve in an administrator role, reviewing and updating Enterprise Content Management Solution (ECMS) training guides and user manuals; GSA objectives; and mentor/train new users in domain know...