Key Responsibilities:
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.