• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process - leveraging video conferencing and phone support as needed • Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness • Performing deep-dive troubleshooting across Windows/Mac OS, network, and SaaS platforms. • Assisting with tool migrations and rollouts • Investigating phishing reports, suspicious logins, and endpoint alerts • Supporting SSO, MFA, conditional access, and identity governance controls • Creating and maintaining documentation of IT procedures and policies • Installing, configuring, and mentoring end users on client-approved software • Maintaining and coordinating regular IT training sessions with new client staff • Assisting in improving existing IT automation tools and workflows • Removing Adware, Spyware, and Viruses as detected on client hardware • Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel • Willingness to work outside of normal business hours as required • Willingness to travel as required • Other duties as needed