Key Responsibilities

+ Provide technical support to end users via phone, email, chat, remote tools, and in-person interactions.

+ Troubleshoot and resolve hardware, software, and connectivity issues across desktops, laptops, mobile devices, and peripherals.

+ Manage and resolve incidents, service requests, and tasks through an IT service management (ITSM) ticketing system.

+ Support operating systems, productivity tools, and security software, including encryption and endpoint protection solutions.

+ Maintain accurate and timely updates within ticketing systems, ensuring proper documentation of issues and resolutions.

+ Ensure timely completion of assigned work while meeting service level expectations and customer satisfaction goals.

+ Escalate complex issues to appropriate teams and serve as a point of contact for ongoing incident management.

+ Provide remote support and assist with virtual meeting and collaborati...