Provided Tier 2 and Tier 3 technical support for hardware and software issues via phone, email, and chat.Diagnosed and resolved network connectivity problems for local and remote users.Performed system troubleshooting and diagnostics to identify and fix performance issues.Installed and configured operating systems and applications on client devices.Managed user accounts and permissions in Active Directory.Documented technical issues and resolutions in a ticketing system, ensuring accurate and detailed records.Assisted in software deployment and updates across multiple systems.Provided support for mobile devices, including smartphones and tablets.Guided customers through troubleshooting steps to resolve issues and improve system performance.Conducted remote desktop support sessions to resolve complex technical issues.Maintained and updated knowledge base articles to aid in quick resolution of common problems.Collaborated with other IT teams to escalate and resolve complex issues.Performed regular system maintenance and updates to ensure optimal performance and security.Trained and mentored new technical support staff, providing guidance on best practices and troubleshooting techniques.Assisted with the setup and configuration of hardware for new employees, including computers, monitors, and peripherals.Monitored system performance and generated reports to identify and address recurring issues.