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Provide reactive and proactive desktop, server, and network support for SMB clients, handle escalations, lead small-to-medium IT projects, maintain backups and virtual environments, manage tickets in ConnectWise, document systems in IT Glue, and participate in on-call and onsite client visits.

Provide reactive and proactive desktop, server, virtualization, and network support for SMB clients. Troubleshoot escalations, manage backups, deploy cloud and Office 365 solutions, lead small-to-medium projects, document tickets in ConnectWise, maintain client documentation in IT Glue, perform occasional on-site work and overnight travel, mentor junior engineers, and participate in on-call rotation.

Provide hands-on IT support: configure desktops/laptops/peripherals, perform basic helpdesk troubleshooting, assist with onsite installations and deployments, document processes, support IT projects, and help improve systems and workflows.

Serve as first point of contact for clients: answer service desk calls, triage and assign tickets, update contact records, monitor and escalate high-priority issues, schedule resources, follow up to verify resolution, maintain communication and reporting, and support process improvements and research for client technology needs.