PURPOSEProvides first-level technical support to internal users for devices, applications, and hardware (e.g., desktops, laptops, mobile phones, tablets, hand scanners, printers, and other peripherals). Responds to inquiries regarding system usage, incidents, outages, and procedures. Partners with other IT teams to restore service and identify root causes. Accurately documents issues and resolutions to ensure timely and effective support. ESSENTIAL DUTIES AND RESPONSIBILITIES Responds to phone, chat, and ticketed requests related to hardware, software, printing, mobile, and connectivity issues.Diagnoses and resolves common technical problems using established tools, procedures, and documentation.Accurately logs incidents, requests, troubleshooting steps, and resolutions in the ticketing system.Handles standard, assigned service desk tickets following defined processes, scripts, and SLAs, with guidance as needed.Gathers required information for investigations and assists with root cause analysis.Documents new and recurring issues and shares knowledge with other support staff.Escalates unresolved or complex issues appropriately while maintaining ownership and communication.Assists with deployment of new or updated software, hardware, and desktop technologies.Balances multiple requests and priorities effectively in a fast-paced environment.Continuously develops technical, troubleshooting, and customer service skills through training and hands-on experience.Reviews completed work with senior team members to ensure quality and accuracy. SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities. MINIMUM REQUIREMENTSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. High school diploma or GED required1–2 years of IT Service/Help Desk or technical support experienceCompTIA A+ certification or equivalent experience preferredStrong customer service and communication skillsStable power and broadband internet connection COMPETENCIES Technical Skills Working knowledge of Windows, Android and iOS operating systems, desktop/laptop hardware, printers, and peripheralsBasic understanding of LAN/WAN, internet connectivity, VPN, and remote access toolsProficiency with Microsoft Office and common business applicationsFamiliarity with ticketing systems and ITIL-based processes Problem Solving & Analysis Identifies issues, evaluates information objectively, and applies appropriate solutionsRecognizes recurring issues and contributes ideas for prevention or improvementDocuments findings clearly and accurately Communication Communicates clearly and professionally with both technical and non-technical usersExplains technical concepts in an audience-appropriate mannerDemonstrates effective listening, empathy, and urgency Customer Focus Anticipates user needs and delivers timely, high-quality supportMaintains a positive and service-oriented attitude, even in challenging situations Adaptability & Learning Embraces change and new technologies with a positive mindsetSeeks feedback and applies it constructivelyDemonstrates a continuous learning mindset Accountability & Results Manages time effectively and meets commitmentsTakes initiative and follows through on assigned workAdheres to policies, procedures, and best practices Professionalism & Integrity Acts with honesty, reliability, and respectTreats all users fairly and consistentlyHandles difficult conversations professionally and respectfully WORK ENVIRONMENT / PHYSICAL ACTIVITY The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable