Responsibilities
* 1. Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
* 2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
* 3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
* 4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
* 5. Administered approved software installations, updates, and security patching in coordination with IT policies.
* 6. Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
* 7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
* 8. Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
* 9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
* 10. Assisted with Active Directory tasks, basic user account management, and smart hands support.
* 11. Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
* 12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.
* 13. Followed ITIL practices for incident, problem, and service request management in corporate environments.
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