• Serve as the first point of contact for internal technical support, delivering clear, professional, and customer-focused assistance • Troubleshoot and resolve Tier 1 issues across devices, Windows OS, Microsoft 365, Microsoft Dynamics, VPN/network access, and peripherals • Log, categorize, prioritize, and document all support requests in the ticketing system, meeting defined service and escalation standards • Escalate complex or unresolved issues to Tier 2 or specialized teams with complete and actionable documentation • Support user account management, including provisioning, password resets, MFA issues, and Entra ID access changes • Assist with onboarding and offboarding activities in partnership with HR and IT leadership • Configure and support devices, standard software, and approved Microsoft-based business applications in line with security standards • Create and maintain documentation and knowledge base content while contributing to continuous improvement of Tier 1 support processes