Responsibilities:-Follow established procedures to resolve tickets received via phone calls, emails, and the ticketing system.-Assign incidents to appropriate support teams and escalate complex problems to higher-level support teams. -Troubleshoot client software and basic network connectivity problems.-Apply problem-solving techniques to diagnose and resolve user issues with various software applications, including Adobe Acrobat, banking systems, and Microsoft Office 365 apps.-Provide remote desktop support and configure settings of printers, scanners, webcams and PCs.-Collaborate with external vendors to troubleshoot and resolve complex user device issues.-Make sure vendor companies adhere to Service Level Agreements (SLAs).-Setup PCs after fresh OSs have been installed.-Create a daily report that includes the reported problem, vendor communication, and final resolution.