Serve as Tier 2 escalation support, resolving complex technical issues not addressed at Tier 1 Monitor, troubleshoot, and resolve issues related to network connectivity, servers, and system performance Provide advanced user support by diagnosing root causes of hardware, software, and access-related issues Assist the IT Director with system administration, maintenance, and infrastructure improvements Administer user accounts, permissions, and security groups across systems and applications Support endpoint management for Windows and mobile devices, including patching, updates, and configuration Maintain system security by enforcing policies, monitoring threats, and assisting with remediation efforts Perform and validate data backups, recovery testing, and disaster recovery procedures Assist with software deployments, upgrades, and configuration changes across the organization Prepare systems and equipment for new hires, including workstation setup, software installation, and access provisioning Maintain and service IT hardware, including diagnostics, component replacement, and equipment lifecycle tracking Create and maintain detailed technical documentation, procedures, and troubleshooting guides Prepare status reports on system health, incidents, resolutions, and ongoing initiatives Collaborate with internal departments to support evolving technology needs and improve system efficiency Perform other related duties as required to support IT operations and leadership initiatives. The position is responsible for troubleshooting more complex hardware, software, and network issues; administering user accounts and permissions; assisting with system upgrades and security initiatives; and supporting the planning and execution of IT projects.