**Description**

Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow).


* Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.


* Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.


* Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.


* Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.


* Ensure all service level agreements (SLAs) are met and documented appropriately.


* Participate in documentation of technical processes, FAQs, and knowledge base articles.


* Support IT asset management and inventory processes.


* Pro...