Key Responsibilities: Respond to user inquiries via phone, email, or in-person in a timely and professional manner. Diagnose and resolve hardware, software, networking, and system issues. Install, configure, and maintain desktop and laptop systems, printers, and other IT equipment. Provide support for Microsoft Windows, Office 365, and other enterprise applications. Manage user accounts, permissions, and system access across Active Directory and related platforms. Assist with onboarding and offboarding of employees, ensuring appropriate access to systems. Escalate complex issues to Tier 2/3 support or vendors when necessary. Maintain accurate records of issues and resolutions in the ticketing system (e. g. , ServiceNow, Jira).
Participate in IT projects such as system upgrades, deployments, and migrations. Follow IT policies and best practices to ensure compliance and security.
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