Provide phone/email/shift-based technical support: diagnose, troubleshoot, and resolve software and hardware issues; escalate when needed; document knowledge base articles; meet SLAs and produce reports. Support includes nonstandard hours and customer-facing interaction.

Lead and deliver IT implementation projects from planning through deployment and support. Manage scope, schedule, budget, risks, stakeholders, and vendor/development coordination. Travel to client sites (up to 50%) and ensure high-quality deliverables and customer satisfaction.