Provide first-level technical support to end-users through phone, email, and remote tools, diagnosing and resolving hardware, software, network, account, and Microsoft Office issues. Track incidents, maintain the knowledge base, escalate complex problems, meet service-level targets, and participate in team training and process improvements. Candidates should have previous service desk or call center experience and 1–2 years of related experience, an associate degree, technical training, or an equivalent combination of education and experience. Strong customer service, communication, technical aptitude, problem-solving skills, knowledge of Windows 10 and 11, and familiarity with remote desktop tools are expected; A+ certification is preferred.
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