Provide frontline support for user-reported issues related to hardware, software, networking, telephony, and user account access Log, track, and resolve incidents using the government-provided trouble ticketing system Respond to calls and emails, provide timely updates to users, and close tickets upon confirmation of issue resolution Escalate unresolved issues following the approved Escalation Plan Support the use of COTS/custom applications, peripheral devices, and backup systems Document daily operational activities and participate in status reporting