Provide first-level and second-level support for end-user hardware, software, and network issues Handle incident management, service requests, and problem resolution via phone, email, and ticketing tools Troubleshoot Windows/Mac OS, MS Office, email clients, printers, and network connectivity issues Manage user account creation, password resets, access management, and workstation setups Document issues, resolutions, and maintain knowledge base articles for future reference Escalate complex technical issues to L2/L3 support teams and track resolution progress Collaborate with network, security, and infrastructure teams to deliver seamless IT support