Teams at Harbor IT

Provides first-line technical support for multiple MSP clients by responding to tickets, troubleshooting Windows, Microsoft 365, endpoint, account, and network issues, performing password resets and access setup, documenting incidents, escalating complex problems, and supporting routine maintenance. Maintains customer communication and participates in training while developing IT support skills in a collaborative environment.

Provides Tier 2 technical support for managed service clients, resolving advanced hardware, software, network, Microsoft 365, identity, endpoint, and security issues. Administers Microsoft environments, manages tickets and patching through RMM and PSA tools, monitors systems, documents solutions, supports deployments, mentors junior technicians, and participates in emergency on-call coverage. The role serves healthcare and life sciences clients with attention to HIPAA, PHI handling, uptime, and security requirements.

Lead client cybersecurity incidents from triage through containment and reporting. Serve as incident commander, coordinate SOC and technical teams, communicate with executives and external counsel or DFIR firms, and determine escalation boundaries. Build incident response playbooks, severity models, escalation processes, client reports, and tabletop exercises. Mentor analysts and improve detection practices. The role requires hands-on investigation across cloud, identity, endpoint, server, and network environments, plus on-call availability.