In this role, you will respond to user inquiries in‑person, by phone, or through ticketing systems, ensuring all incidents and service requests are accurately documented, and escalate complex or unresolved issues to higher‑tier support teams following established procedures. You will serve as the first‑level technical support for Microsoft Windows desktop systems, printers, voice-over-IP phones, and video teleconferencing systems, responsible for troubleshooting hardware, software, and peripheral issues.