Provide Level 1 & Level 2 support for desktop, laptop, mobile device, and application issues via phone, email, chat, and in person.
Diagnose and resolve hardware and software problems including OS, VPN, Office 365, printers, and corporate applications.
Escalate unresolved incidents to the appropriate support teams as per defined SLAs.
Maintain accurate records of issues and solutions in the ITSM/ticketing system (e.g., ServiceNow, BMC Remedy, or Jira).
Support onboarding and offboarding processes including user account setup, hardware provisioning, and access rights.
Assist with Active Directory tasks – password resets, group memberships, user creation, etc.
Perform system health checks, patch management, and antivirus monitoring as needed.
Participate in knowledge base documentation and contribute to continuous improvement efforts.
