• Serve as the first line of support for user technical issues across hardware, software, and collaboration tools. • Troubleshoot and resolve problems involving Microsoft 365 Business applications, including Outlook, Teams, SharePoint, and OneDrive. • Assist with basic configuration, user provisioning, and license management in Microsoft Entra, Defender, and SharePoint environments. • Maintain and update IT documentation including procedures, system configurations, and knowledge base articles. • Provide user support and training for productivity and collaboration tools such as Adobe Acrobat, Jira, Confluence, Zoom, and Microsoft Teams. • Coordinate with vendors and third-party support as necessary to resolve technical issues. • Monitor IT support queues, escalate complex incidents appropriately, and follow up to ensure resolution. • Assist in onboarding and offboarding activities including account setup, access permissions, and hardware provisioning. • Contribute to continuous improvement of IT service processes and user experience.

• Lead the IT Engineering function as a player-coach, balancing hands-on execution with team leadership, prioritization, and operational rigor. • Own IT support performance, including queue health, routing, service levels, and project execution for a distributed workforce. • Own identity and SaaS lifecycle management across Okta, Google Workspace, Slack, and Atlassian, with a focus on low-touch onboarding and offboarding through SCIM and scripting. • Manage the company’s macOS-heavy endpoint fleet through Iru or similar MDM tooling, maintaining secure device posture and compliance baselines. • Drive the IT portion of SOC 2 and ISO 27001 readiness, including evidence collection, access reviews, control testing, and partnership on shared controls with Security Engineering. • Lead internal AI tooling enablement for employees, including support for Claude Cowork, ownership of the org skills library, and rollout of MCP servers with sustainable operating controls. • Manage SaaS renewals, access policies, and the IT budget surface area to improve cost efficiency and tooling effectiveness. • Ensure policies, runbooks, and operating documentation are complete, current, and usable so the function scales consistently and remains audit-ready. • Deliver clear first-year outcomes, including SLO attainment on response and resolution, reduced manual lifecycle work, broad Cowork skill adoption, four internal MCP server deployments, and clean SOC 2 / ISO audit cycles with no IT findings.

• Serve as the primary point of contact for students, faculty, and staff contacting the IT Help Desk, providing Tier 1 support for issues in a timely and professional manner. • Troubleshoot and resolve Tier 1 issues, such as password resets and account management, and other issues supported by knowledgebase articles. • Collaborates with IT staff to resolve and manage unresolved tickets in the IT ticket tracking system. • Creates accurate and detailed tickets based on every customer encounter.

• Serve as the go-to escalation point for Level 2 IT issues from our internal Helpdesk • Troubleshoot and resolve complex problems across Microsoft 365, collaboration tools, and endpoint devices • Support onboarding and offboarding workflows for employees, consultants, and contractors • Administer user access and authentication across Microsoft Entra ID and SaaS platforms • Manage SSO, MFA, password managers (1Password), certificates, and guest access • Handle admin consent requests and configure access for contractors and temporary roles • Administer permissions for SharePoint, DocuSign, Zoom AI, Atlassian, and other SaaS tools • Conduct periodic license reviews and audits across enterprise applications • Oversee laptop shipping, imaging, and inventory tracking in Jira • Manage conference room AV systems and recordings for company-wide meetings as needed to support vendors • Respond to security-related alerts and support access to secure systems and VPNs • Partner with vendors and internal teams to manage OEM support and renewals • Maintain IT knowledge base in Confluence and refine workflows • Proactively identify and implement improvements to enhance support quality and user experience