• Technical Support: Respond to IT requests and provide assistance both remotely and in-person, through phone, email, or the incident management system. • Issue Resolution: Troubleshoot and resolve technical problems using diagnostic techniques. Install and configure computer hardware and software. • Escalation: Escalate unresolved issues to higher-level support or vendors as necessary. • Process Improvement: Identify opportunities for improving IT processes and procedures. • Documentation and Communication: Maintain and develop installation, configuration, and operational procedures. Provide regular updates to management. • Customer Service: Interact with users in a courteous manner and ensure effective resolution of issues.