• Serve as a Tier 2 escalation for Help Desk I technicians, resolving advanced hardware, software, and network issues. • Support and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations. • Troubleshoot Windows 10/11 OS issues, user profile corruption, printer/network connectivity, and MFA-related problems. • Manage endpoint security and patching through tools like SentinelOne, ThreatLocker, and N-able. • Document technical processes and knowledge base articles for internal use. • Collaborate with infrastructure and project teams to assist with deployments and server upgrades. • Perform proactive system monitoring and maintenance to ensure uptime and performance. • Communicate technical solutions clearly to clients and team members.