• Provide customer end user technical support via phone, email, chat, and self-service portals • Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications • Assist end users with password resets, account unlocks, and access requests • Provide remote assistance when applicable • Troubleshoot network connectivity issues (e.g., internet access, VPN connections) • Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system • Escalate complex issues to higher-level support teams when necessary • Adhere to service level agreements (SLAs) and meet performance targets • Utilize the internal knowledge base to resolve common issues and improve efficiency • Drive customer satisfaction through proactive communication and first call resolution • Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude • Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps