Desktop Support L1/L2

Key responsibility:
·        Respond to user queries via phone, email, or in-person.
·        Provide troubleshooting for hardware and software issues.
·        Assist with password resets and account unlocks.
·        Install, configure, and maintain desktop and laptop computers.
·        Imaging / Reimaging of laptops
·        Placing requests for laptop/desktop/accessories and shipping them.
·        Provide support for standard office applications and tools.
·        Install software applications approved by Security team.
·        Document issues and solutions in the ticketing system.
·        Escalate complex issues to L2/L3 support when necessary.
·        Maintain inventory of IT equipment and software licenses.
·        Assist in the onboarding process by setting up new user accounts and workstations.
·        Provide training and guidance to users on basic IT processes and tools.
·        Handle escalated issues from Service Desk.
·        Perform advanced troubleshooting and diagnostics of hardware and software tools
·        Support network connectivity issues including VPN and wireless connectivity.
·        Assist with the deployment and configuration of software and hardware.
·        Maintain and support audio-visual equipment for meetings and conferences.
·        Collaborate with other IT teams for system upgrades and project implementations.
·        Ensure compliance with company policies and procedures.