• Provides day to day support for the implementation, troubleshooting, and maintenance of client IT systems • Manages client IT system infrastructure and any process related to these systems • Remotely troubleshoots and resolves client requests involving end-user hardware, software, and cloud services • Provides day-to-day operational support for: Desktop and Server Operating Systems (Windows, Mac, Linux), Microsoft Office 365, Azure, Teams, OneDrive, SharePoint, Networking Devices (firewalls, switches, wireless access points) • On-premise and Cloud Backup and Disaster Recovery • Hardware peripherals (printers, monitors, docking stations, webcams, etc.) • Mobile Devices / Mobile Device Management (MAM / MDM) • Provides escalation support as necessary for Level I Helpdesk staff • Assists with the onboarding and offboarding of clients, systems, and users • Deploys and maintains security tools and management agents • Maintains current notes and time entries for all requests in the helpdesk ticketing system • Creates and maintains comprehensive documentation for internal and client systems • Works with third-party vendors to remediate issues as needed