Promptly respond to incoming internal support tickets, ensuring timely resolution of hardware, software, and network issues. Field incoming requests to the Service Desk via telephone and email, ensuring courteous, timely, and effective resolution of end-user issues. Assist employees with troubleshooting Microsoft Office, email configurations, printers, and other corporate applications. Provide operating system and application support to diagnose and resolve unique, non-recurring problems. Perform basic IT tasks, including setting up new workstations, installing software, and managing user accounts. Escalate complex technical issues to Technical Support II or Lead Technical Support as needed. Maintain accurate documentation of support activities in the ServiceNow ticketing system to ensure SLA compliance. Offer guidance to internal users on IT security best practices and corporate IT policies. Assist in new hire onboarding by configuring devices, setting up email accounts, and ensuring access to necessary systems. Manage employee offboarding by deactivating system access, managing group memberships, and coordinating equipment reclamation. Enhance end-user productivity by triaging issues, providing advice, and teaching products and capabilities. Identify and learn appropriate software and hardware used and supported by the organization. Perform other duties as assigned. Preferred Requirements: Proficiency in Microsoft 365 administration, including managing user accounts, licenses, and troubleshooting. Experience troubleshooting Windows, macOS (intermediate level), and mobile device environments. Familiarity with Azure Active Directory (AD) for user management and basic access control. Knowledge of mobile device management (MDM) platforms like Microsoft Intune for managing and securing devices. Basic understanding of networking fundamentals, including Wi-Fi troubleshooting. Familiarity with corporate applications such as Microsoft Office, email clients, and collaboration tools like Slack. Strong communication and customer service skills to effectively interact with internal employees. Ability to troubleshoot common issues, including printer configuration, basic network issues, and user account problems.