Provides Level 2 helpdesk, endpoint, Microsoft 365, identity, server, and network support across client environments. Reviews and authorizes AI-assisted automation workflows, delivers live remote and telephone support, troubleshoots workstations and connectivity, manages Microsoft 365, Entra ID, Active Directory, SharePoint, and hardware, documents work, follows security procedures, supports incident response, and identifies recurring tasks for automation.

Provides remote Level 2 technical support across helpdesk, Microsoft 365, identity, server, network, and endpoint environments. Reviews and authorizes automated workflows, resolves live user issues, administers accounts and permissions, troubleshoots connectivity, supports workstation deployments, documents work, and escalates complex issues. The role also identifies automation opportunities, validates AI-enabled workflows, follows incident response procedures, and participates in on-call support.