• Serve as a Tier 2 escalations point handling both basic and complex IT issues • Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services • Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication • Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications) • Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure • Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction • Perform root cause analysis to prevent recurring issues and improve overall service delivery • Escalate unresolved issues appropriately to senior engineers or third-party vendors • Document solutions clearly to contribute to shared knowledge resources