• Provide Level 1 and Level 2 support for end users via Jira Service Management. • Troubleshoot and resolve hardware, software, and access issues across Windows and macOS devices. • Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint. • Triage, prioritize, and resolve tickets according to SLAs, defined workflows, and support best practices. • Escalate issues appropriately with clear documentation, including troubleshooting steps and context. • Provision and support endpoints, including onboarding and offboarding activities. • Support endpoint management platforms such as Intune (Windows) and Jamf (macOS). • Assist with user access, permissions, and identity-related issues. • Contribute to and maintain technical documentation and knowledge articles. • Follow ITIL-aligned practices for incident, request, and problem management. • Participate in continuous improvement of IT support processes and workflows.

• Provide Tier 1-2 technical support via phone, email, chat, and ticketing system for remote employees across multiple locations. • Manage and escalate tickets appropriately, ensuring timely follow‑up and clear communication. • Troubleshoot and resolve issues related to Windows/Mac workstations, accessories, mobile devices, and legal‑industry software. • Support Google Workspace & Microsoft 365, document management systems, video conferencing, and authentication tools. • Assist with new‑hire onboarding, including account setup, device configuration, and user orientation. • Maintain accurate documentation of issues, solutions, and workflows. • Collaborate with IT leadership on process improvements, recurring issue analysis, and system enhancements. • Ensure adherence to security policies, confidentiality requirements, and compliance standards relevant to legal environments. • Support call center operations (preferred): UCaaS/CCaaS troubleshooting, queue monitoring, softphone setup, and user support. • Identifying opportunities to improve systems, processes, or outcomes—not just following existing playbooks.

Role Description The Help Desk II Technician serves as an escalation point for complex support tickets, providing advanced troubleshooting and technical leadership within the help desk team. This role involves managing tickets end-to-end, implementing technical solutions, and mentoring junior technicians. You will work across diverse client environments to ensure operational stability and high service quality. - 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. Qualifications - Strong technical proficiency across Windows environments, networking fundamentals, and Microsoft cloud services. - Experience with ticket triage, prioritization, and root cause analysis in an MSP setting. - Familiarity with common COTS tools (SentinelOne, ThreatLocker, DUO, N-able, etc.). - Strong communication, customer service, and mentoring abilities. - Ability to manage multiple client environments and competing priorities effectively. - Security-first mindset with focus on compliance and best practices. Requirements - Bachelor’s degree in Information Systems, Computer Science, or related discipline preferred. - 3+ years of IT support experience, ideally in a Managed Service Provider or professional services environment. - Experience supporting Microsoft 365, Intune, and MFA. - Certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent preferred. Benefits - Competitive salary commensurate with experience. - Comprehensive benefits package including health, dental, and vision insurance. - 401(k) retirement plan with company match. - Unlimited PTO and holidays. - Professional development opportunities.

• Define, design, and evolve enterprise-wide SAP architectures that align business strategy with technology, enabling scalable, secure, and future-ready solutions. • Own the overall SAP landscape architecture, including integration patterns, cloud adoption, and hybrid scenarios, ensuring consistency and interoperability across systems. • Act as a trusted advisor to executive stakeholders, translating business objectives into actionable SAP roadmaps using SAP S/4HANA and the broader SAP ecosystem. • Architect robust, high-performance end-to-end solutions leveraging SAP S/4HANA for complex, multi-entity, and multi-process environments. • Assess and introduce emerging capabilities such as AI, automation, analytics, and extensibility to enhance business value through SAP solutions. • Establish and enforce enterprise architecture principles, standards, and best practices aligned with SAP reference architectures and Westernacher methodologies. • Define SAP Business Technology Platform (BTP) usage for integration, extension, automation, analytics, and innovation across the enterprise landscape. • Guide and influence cross-functional SAP teams, fostering architectural discipline, collaboration, and a culture of continuous improvement.