- Perform advanced troubleshooting across M365, EMRs, and telehealth platforms
- Investigate and resolve authentication and access issues, including account lockouts and MFA challenges
- Assess and respond to Microsoft risky users and suspicious sign-in activity, escalating potential security incidents as needed
- Conduct root cause analysis to resolve underlying issues rather than recurring symptoms
- Manage high-impact incidents with urgency, especially those affecting patient care
- Correlate issues across identity, devices, and applications to identify broader system impacts
- Maintain clear and detailed documentation, including escalation notes and incident summaries
- Provide independent support after-hours, demonstrating sound decision-making and ownership