* Provide first and second-level technical support for internal users via phone, email, and in-person, troubleshooting a wide range of IT problems.
* Install, configure, and maintain computer hardware, operating systems, and applications (e.g., desktops, laptops, printers, peripherals, Microsoft Office suite).
* Diagnose and resolve network connectivity issues, including LAN, WLAN, and VPN.
* Manage user accounts and permissions in Active Directory and other relevant systems.
* Perform regular system maintenance, updates, and backups to ensure data integrity and security.
* Document IT support requests, resolutions, and procedures in a ticketing system.
* Escalate complex issues to senior IT staff or relevant vendors when necessary.
* Assist in the deployment of new hardware and software.
* Conduct basic IT training for end-users as needed.
* Adhere to IT policies, procedures, and security best practices.