Provide first-level support for Windows, VPN resolving 90% of issues on first contact.Diagnose and troubleshoot hardware and software problems for number of users via phone, email, and chat.Troubleshoot software and hardware failures and identify network problems related to personal computers.Maintain detailed records of support interactions using ServiceNow.Collaborate with engineering teams to escalate and resolve complex technical issues.Developed and maintained documentation for common issues and solutions, improving team efficiency.Used Excel to create and update data-tracking files.Created detailed and accurate reports outlining the process information.Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.