IT Support Administrator

Provide Tier 2 support for escalated incidents requiring deeper technical analysis across desktop, network, and application issues. Independently resolve most assigned tickets without guidance while acting as an escalation point for junior analysts. Train and coach team members, support identity management tasks including Azure AD and MFA troubleshooting, and assist with endpoint management using Intune and Autopilot. Own major incident communication, contribute to knowledge base improvements, and participate in root-cause analysis for recurring issues. Support deployment of enterprise hardware and software baselines while collaborating with global IT teams to maintain consistent support standards.