• Serve as the primary point of contact for IT support requests, ensuring timely resolution of software, hardware, and access issues. • Manage and maintain user accounts, permissions, and security settings across Microsoft 365, Salesforce, and other key systems. • Support onboarding and offboarding processes, ensuring proper access and equipment setup. • Monitor and perform regular maintenance of servers for optimum performance, escalate complex issues as needed, and coordinate with vendors or external IT partners. • Manage software packages and updates within Atera and inTune RMMs. • Track and analyze recurring helpdesk issues to identify opportunities for automation or improved training. • Maintain SOPs as processes and systems are updated. • Troubleshoot issues across Exchange, SharePoint, and Teams environments.