- Answering phone calls, emails, and trouble tickets from students or employees seeking technical assistance- Identifying and resolving technical problems, often using remote desktop connections or on-site visits- Documenting incidents, solutions, and customer information in a ticketing system or database- Providing step-by-step instructions or training to customers or employees on software, hardware, or other technologies- Collaborating with other IT teams, such as development, network, or systems administration, to resolve complex issues- Excellent communication, problem-solving, and analytical skills- Ability to prioritize tasks, and manage time effectively- Strong customer service and interpersonal skills- Familiarity with various operating systems, software applications, and hardware components