• Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals. • Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow. • Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service. • Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs. • Escalates more complex problems to Tier 2 for support. • Utilize knowledge-based articles to support troubleshooting. • Provide courteous, professional, and timely communication to users. • Set user expectations for issue resolution and follow up to ensure satisfaction.

• Serve as the L2 escalation point for complex issues, using root-cause analysis to identify patterns and drive durable resolutions • Ensure minimal downtime through prompt issue resolution and proactive system monitoring • Maintain clear, timely communication with users throughout the support lifecycle • Administer Okta including RBAC policy configuration, group management, and provisioning/deprovisioning workflows • Manage Google Workspace user lifecycle, org unit structure, security configurations, and advanced settings • Administer Kandji (MDM) for macOS fleet management including device enrollment, policy configuration, app deployment, and compliance enforcement • Support RBAC audits, access reviews, and privilege hygiene in alignment with HIPAA and security policy • Manage SaaS application provisioning in coordination with IT leadership and security standards • Support collaboration tools including Slack, Zoom Phone, and Zoho platforms • Support company-wide onboarding and troubleshooting for approved AI platforms and productivity tools • Assist with access administration and license management as AI tool adoption scales • Contribute to AI-assisted automation of IT workflows (e.g., ticket triage, self-service workflows, knowledge base improvements) • Help staff get productive with AI tools through documentation, guidance, and light training support • Support employee onboarding and offboarding processes including device provisioning, account creation/deactivation, and access management in coordination with the L1 support team • Maintain and contribute to onboarding runbooks and documentation • Assist in planning and delivery of IT projects, ensuring alignment with timelines and cross-functional collaboration • Create and maintain knowledge base articles, SOPs, FAQs, and instructional walkthroughs • Interact professionally with external vendors and stakeholders; support vendor onboarding and troubleshooting in coordination with IT leadership • Maintain security measures to protect sensitive data and systems in accordance with HIPAA • Support endpoint protection tools including SentinelOne and email security tools including Proofpoint • Ensure compliance with company policies and industry regulations • Escalate security incidents per established protocols and coordinate with the security team as needed

• Provide technical support for hardware and software issues related to desktops, laptops, and peripherals. • Assist users with troubleshooting and resolving technical problems via phone, email, or in-person. • Maintain and support Windows Server environments, ensuring optimal performance. • Manage DNS configurations and troubleshoot connectivity issues. • Communicate effectively with users to understand their needs and provide timely solutions. • Monitor network performance, including TCP/IP protocols, LAN configurations, and connectivity. • Support macOS systems alongside Windows environments to ensure comprehensive user assistance. • Document all support interactions in the ticketing system for future reference and analysis. • Collaborate with other IT staff to escalate complex issues as necessary.

• Ensure the reliability, scalability, security implementation, and operational readiness of the organization’s infrastructure and user technology environment across a geographically distributed enterprise. • Lead the evolution of infrastructure and operational capabilities to support sustainable growth, new site activation, and acquisition integration. • Partner closely with Security, Systems & Engineering, Data & Analytics, and operating leadership to ensure infrastructure services are standardized, resilient, globally coordinated, performance-driven, and aligned with enterprise governance requirements.