Key responsibilities include:
- Provide technical support via phone, email, and in person.
- Troubleshoot and resolve hardware, software, and network issues.
- Assist users with account management, including password resets and access issues.
- Document and track support tickets using the agency Help Desk system.
- Escalate complex issues to Level 2/3 support or other departments as needed.
- Configure and deploy workstations, laptops, printers, and other peripherals.
- Support end-user applications such as Microsoft Office, email clients, and collaboration tools.
- Ensure all support requests are handled promptly and professionally.
- Maintain accurate records of IT assets, including updates during deployment and troubleshooting.
- Contribute to the knowledge base by documenting common issues and solutions.