Respond to user requests for technical assistance in person, via phone, or through the ticketing system. Troubleshoot and resolve hardware, software, and network issues on Windows and macOS platforms. Support and maintain endpoint devices such as desktops, laptops, printers, and mobile devices. Perform user account management including account creation, password resets, and group membership in Active Directory and Microsoft 365. Image and deploy computers using tools like SCCM, Intune, or similar endpoint management platforms. Maintain documentation for troubleshooting procedures and common fixes. Escalate unresolved issues to higher-tier support teams and follow through to resolution. Track and update service requests in the ticketing system to ensure accurate documentation and timely resolution. Assist with IT asset tracking and inventory control.