- Serve as a primary point of contact for client technical issues via phone, email, chat, and ticketing system
- Troubleshoot and resolve common end-user issues related to desktops, laptops, mobile devices, printers, and approved software
- Perform basic user account administration, including password resets, group membership changes, and license assignments
- Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions
- Accurately document troubleshooting steps, resolutions, and client communications within the ticketing and documentation systems
- Identify, document, and escalate issues that exceed defined scope following established procedures
- Execute documented scripts, workflows, and standard operating procedures
- Provide end users with guidance aligned to security best practices and internal documentation
- Collaborate with peers and other technical teams to ensure timely resolution and smooth handoffs
NetworkingTroubleshootingTechnical support