Provides initial technical support to clients by logging, prioritizing, resolving, and escalating service tickets. Troubleshoots PC hardware, software, servers, networks, and system logs; installs hardware and software; monitors support queues; and meets service-level agreements. The role also mentors junior help desk staff, supports customers onsite and remotely, maintains confidentiality and HIPAA compliance, and participates in occasional regional travel, weekend work, on-call rotations, and shift or location coverage.

Implements and deploys client IT infrastructure and cloud solutions, including configuration, testing, documentation, and post‑go‑live support. Collaborates with project management, vendors, and clients, follows change management and security standards, and provides technical troubleshooting, training, and handoff to operations.