Provides Tier II technical support for hardware, software, networks, servers, workstations, cloud environments, and mobile devices. Resolves complex issues, manages user accounts and permissions, monitors systems, documents processes, mentors junior staff, and supports software deployments, upgrades, and network projects. Requires strong troubleshooting, networking, communication, and customer service skills across Windows, macOS, Linux, and enterprise environments.

Owns engineering, administration, scaling, and reliability for Microsoft Azure, Microsoft 365, Entra ID, and Azure Virtual Desktop environments. Serves as the Tier 3/4 escalation authority for cloud, identity, messaging, virtualization, and infrastructure issues. Designs Azure infrastructure, manages Zero Trust controls, supports SOC 2 compliance and incident response, aligns outsourced helpdesk operations, and automates tenant administration through PowerShell and Microsoft Graph API.

Provides frontline help desk support by diagnosing and resolving hardware, software, network, account, and connectivity issues. Installs and configures systems, manages user accounts and permissions, documents solutions, maintains knowledge bases, monitors IT systems, supports technology projects, and escalates complex problems. The role also handles phone triage, follows security and compliance procedures, and delivers customer-focused assistance within service-level expectations.