• Manage all IT incidents and service requests to completion. • Triage incidents, determine priority, and uphold SLA’s. • Utilize remote support tools to diagnose, troubleshoot and resolve end-user issues related to software, hardware, network, and peripherals. • User and group administration in Entra ID, including onboarding and offboarding. • Maintain accurate, timely, and comprehensive records of all incidents, requests, and actions taken in the IT ticketing system. • Collaborate with infrastructure and engineering teams to ensure smooth resolution of issues and a seamless user experience. • Assist with network-related issues, including connectivity, and Wi-Fi setups. • Uphold and enforce IT security policies and recommend enhancements as needed. • Design new and recommend improvements to existing user support processes.

• Assist in building and maintaining Squarespace websites for Kindle & Key Consulting and affiliated nonprofit organizations • Format website content, organize page layouts, and ensure mobile responsiveness • Research and select appropriate stock images and visual assets • Assist with website updates, testing, and ongoing improvements • Create social media graphics using Canva and approved templates • Draft captions and content for social media platforms • Research relevant hashtags, trends, and audience engagement opportunities • Schedule social media content using approved scheduling tools • Assist with maintaining a consistent brand presence across platforms • Research grant opportunities through public and private funding databases • Track grant deadlines, eligibility requirements, and funding amounts • Compile and maintain organized grant opportunity databases • Prepare summaries and research reports to support funding decisions • Assist with gathering supporting information for grant applications • Assist with administrative and project coordination activities • Support organization of digital files, project materials, and client information • Conduct research to support consulting projects and business development initiatives • Assist with special projects as assigned by leadership

• Serve as the senior escalation point for all L1 and L2 engineers • Design, deploy, and administer on-premises and hybrid server environments — Windows Server 2016 through 2025, HyperV. • Lead Microsoft 365 migrations end-to-end — mail, data, identity, and licensing — from scoping through cutover • Migrate file servers to SharePoint and OneDrive, including permissions structure design and configuration • Design and deploy Microsoft Azure environments — Entra ID, Intune, Defender • Configure and troubleshoot complex switching environments — VLANs, inter-VLAN routing, trunk and access ports • Build and manage Fortinet and Unifi firewall policies, VPN tunnels, NAT rules, and security profiles from scratch • Own patch management and vulnerability review — assess weekly updates, lead emergency change processes through CAB when needed • Maintain and enforce security standards — firewall rule audits, VLAN segmentation, endpoint security, backup systems • Communicate directly with Australian clients in clear, professional English — own technical updates and expectation management throughout project delivery • Maintain thorough documentation in the team knowledge base — if you fix it, you document it

Role Description Premier Enterprise Solutions is seeking a Help Desk Escalation Coordinator (HDEC). This position is responsible for the proactive management, monitoring, and governance of all service desk tickets across Tier 1 and Tier 2 operations. The HDEC ensures that all tickets are processed in accordance with established Service Level Agreements (SLAs), specifically requiring resolution within fourteen (14) days or formal escalation to Tier 3 support. This role provides end-to-end visibility into ticket status, enforces accountability across support tiers, and ensures that all tickets are tracked through final resolution, including those escalated beyond Tier 2. The HDEC serves as a central coordination point between technical teams and stakeholders and delivers status reporting to executive leadership. Key Responsibilities - Ticket Lifecycle Management - Monitor the entire service desk ticket queue (Tier 1 and Tier 2) on a daily basis - Ensure all tickets are: - Actively assigned and worked - Properly categorized and documented - Updated in accordance with service desk standards - Identify and address: - Aging tickets - Tickets lacking progress updates - Misrouted or improperly handled tickets - SLA Compliance & Escalation Management - Enforce SLA compliance requiring ticket resolution within 14 days - Identify tickets approaching SLA thresholds and take proactive action - Monitor tickets escalated to Tier 3 - Ensure all escalated tickets are formally documented and transitioned appropriately - Continue to track and monitor all escalated tickets through final resolution - End-to-End Ticket Tracking - Maintain visibility and accountability for all tickets from initiation through closure - Track all ticket statuses, including: - Open - In Progress - Pending - Escalated (Tier 3) - Resolved / Closed - Conduct regular coordination with Tier 1, Tier 2, and Tier 3 teams to ensure progress - Dashboard Management - Develop and maintain a centralized ticket management dashboard - Ensure dashboard is updated regularly and reflects real-time or near real-time status - Track and report on key metrics, including: - Total open tickets - Aging tickets - SLA compliance status - Escalated tickets - Backlog trends - Executive Reporting - Provide monthly reports to the Chief Information Officer (CIO) and other leadership - Reports shall include: - Ticket volume and trend analysis - SLA compliance rates - Aging and backlog analysis - Escalation metrics and outcomes - Identified risks and operational challenges - Provide recommendations for service desk performance improvement - Stakeholder Coordination - Establish and maintain relationships with key stakeholders across the organization - Serve as a point of contact for ticket status inquiries and updates - Proactively communicate: - Ticket progress and expected timelines - Delays and risks - Resolution updates - Coordinate with business units and technical teams to ensure transparency and alignment - Continuous Service Improvement - Identify systemic issues affecting ticket resolution performance - Recommend improvements to: - Ticket handling processes - SLA policies and enforcement - Workflow efficiency - Support initiatives to improve service desk operations and customer satisfaction Qualifications - Bachelor's degree in information technology, Business Administration, or related field (or equivalent experience) - 3–5 years of experience in IT service desk operations or service management - Experience working in Tier 1 / Tier 2 / Tier 3 support environments - Strong understanding of IT service management (ITSM) processes (e.g., ITIL framework) - Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, or equivalent) - Strong analytical, organizational, and problem-solving skills - Excellent written and verbal communication skills - Ability to manage multiple priorities in a fast-paced environment Preferred Qualifications - ITIL Foundation certification or higher - Experience supporting federal or government IT environments - Experience developing dashboards and reporting metrics using tools such as Power BI or Excel Benefits - Comprehensive and competitive benefits package - Paid vacation, sick leave, and holidays - Health insurance and life insurance - Military leave - Training opportunities - Short- and long-term disability - 401(k) retirement plan with company matches/immediate vesting - And more