Responsibilities:

Respond to incoming support requests from employees, document each issue accurately, and manage tickets through initial triage and resolution.
Troubleshoot routine Level 1 problems involving desktops, laptops, standard business applications, and user access concerns.
Diagnose hardware, software, network, email, internet, and printer issues, then provide clear step-by-step assistance to restore productivity.
Set up, deliver, tag, image, and configure end-user computers and peripherals for new or existing staff members.
Escalate advanced technical incidents to the appropriate infrastructure or specialized support teams when needed.
Provide after-hours assistance for site-related support needs and maintain communication with local leadership and teammates.
Maintain hardware and software inventory records, prepare updates, and support accurate asset tracking and reporting.
Coordinate repair and maintenance activities with third-party vendors for covered computer equipment.
Create helpful user support documentation, including FAQ content and basic training materials for common technical questions.

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