• Receive, triage, and analyze IT service requests, incidents, and other tasks, and work to resolve issues through onsite and remote support. • Perform systems administration work in Office 365, Active Directory and other line of business applications. • Communicate with clients through email, chat, and phone to keep them aware of active requests and incidents. • Assist in the management, implementation, and maintenance of IT infrastructure (internal and client-based). • Contribute to internal knowledge bases, client education articles, and public release articles and research papers. • Contribute to reports, briefs, and presentations.