First-line support: Serve as the primary contact for end-users seeking technical assistance via phone, email, or in-person. Promptly and professionally respond to inquiries, diagnose technical issues, and provide resolution or guidance.

Issue triage and documentation: Properly log, categorize, prioritize, and track support tickets in a help desk or ticketing system. Gather accurate and detailed information from end-users to facilitate efficient problem resolution.

Troubleshooting and problem resolution: Utilize technical knowledge and troubleshooting techniques to identify and resolve hardware, software, and network problems. Provide step-by-step instructions, advice, or workarounds to end-users to resolve common issues.

User account management: Assist with user account creation, modification, and deletion. Reset passwords, unlock accounts, and configure user access rights as per established policies and procedures.

Software installation and configuration: Install, configure, and update software applications on end-user devices. Ensure proper licensing, version compatibility, and adherence to software deployment procedures.

Hardware support: Diagnose and resolve hardware issues, such as computer malfunctions, printer problems, or peripheral device failures. Coordinate repairs or replacements when necessary.

Network connectivity: Troubleshoot network connectivity issues, including wired and wireless connections. Verify network configurations, troubleshoot routers or switches, and assist with network-related problems.

Documentation and knowledge base: Contribute to the development and maintenance of support documentation, knowledge base articles, and standard operating procedures. Ensure accurate and up-to-date information for future reference.

Customer service: Provide exceptional customer service, demonstrating patience, empathy, and professionalism in all interactions with end-users. Communicate technical information effectively to non-technical users.

Escalation and collaboration: Identify and escalate complex or unresolved issues to appropriate higher-level support teams or specialists. Collaborate with team members and other support tiers to resolve issues and share knowledge.