- Provide L2 technical support for end users across hardware and software issues.
- Perform basic troubleshooting of Windows OS, Microsoft Office, and common desktop applications.
- Handle installation, configuration, and maintenance of desktops, laptops, and printers.
- Assist with hardware diagnostics, peripheral setup, and minor repairs.
- Respond to and resolve support tickets via phone, email, or remote tools in a timely manner.
- Maintain user access through Active Directory tasks (password resets, account unlocks, etc.).
- Document support activities and resolutions accurately in the ticketing system.
- Collaborate with L2/L3 teams for escalated issues.
- Support IT inventory management and equipment tracking.
- Follow standard operating procedures (SOPs) and ensure compliance with IT policies.