Provides advanced helpdesk support through phone, email, and chat; escalates complex issues, manages Active Directory, Microsoft 365, and endpoint systems, and troubleshoots operating systems, networks, servers, security tools, and enterprise applications. Reviews tickets, monitors SLAs, performs root-cause analysis, maintains documentation, supports onboarding and access management, coordinates with Tier 2/3 teams, assists with audits and compliance, and leads process improvements and small IT projects.