Provides Tier II technical support for application, hardware, network, operating system, cloud, and mobile device issues. Responsibilities include troubleshooting escalated incidents, managing user accounts and permissions, administering IT systems, documenting solutions, monitoring system performance and security, mentoring junior staff, and supporting deployments, upgrades, and network projects. The role also analyzes incident trends and communicates technical solutions to users.

Owns engineering, administration, scaling, and reliability for Microsoft 365, Entra ID, Azure, and Azure Virtual Desktop environments. Serves as a Tier 3/4 escalation lead, manages identity and Zero Trust controls, supports Exchange Online and virtualization, collaborates on security and SOC 2 compliance, and automates tenant administration using PowerShell and Microsoft Graph API. The role also aligns outsourced helpdesk operations, develops SOPs, and leads complex troubleshooting and incident containment.

Provides frontline IT help desk support by diagnosing and resolving hardware, software, network, account, VPN, printer, and endpoint issues. Installs and configures systems, manages user accounts and permissions, documents solutions, monitors IT systems, follows security procedures, and escalates complex problems. Supports upgrades, deployments, network expansions, and users through phone, email, and ticketing systems while meeting service-level expectations.