Oversee the IT HelpDesk to ensure timely resolution of support requests, prioritizing tasks and meeting SLAs, while providing technical assistance via phone, email, and ticketing systems.
Diagnose and resolve hardware/software issues on desktops, laptops, mobile devices, and provide basic network support, including connectivity and printer setups.
Assist with password resets, account unlocks, and basic Active Directory tasks, escalating complex issues to senior support members when needed. […]
Update documentation, create user training materials, and lead workshops to improve IT tool proficiency...