Must have advanced knowledge and experience troubleshooting MS Office 365 Suite, Windows 11 in a wired/wireless network environment, Active Directory, NetDocuments or other document management system, Intapp Time, internet, intranet, telephone, voicemail/Cisco Systems/Cisco IP Phones, Extension Mobility, email, and proprietary applications. Provide second-level support on escalated issues from the Help Desk, ability to escalate problems to Analysts, Programmers, Operations or Engineers when necessary, assisting with information gathering and problem solving of escalated hardware and software support issues.