Essential Responsibilities: Provide helpdesk and technical support by phone, remote access, or at the user's deskTroubleshoot and resolve hardware, software, peripheral, and basic connectivity issues; escalate to the IT Manager or next tier when neededDocument every ticket completely: issue, steps taken, resolution, time spent, and any follow-up, so another technician can pick it up without asking the user againGet documented approval, as company policy requires, before granting any access or permission change, or installing any software or hardware. In this role, you will act as the first line of defense for user issues, manage the complete deployment of end-user hardware, and strictly adhere to corporate approval policies for all access and software changes.