-Conducted technical fixes at the desktop level, including software installations, upgrades, and system configurations.-Performed troubleshooting for software and hardware issues, identifying root causes and implementing timely resolutions.-Simplified complex technical information into non-technical language to enhance user understanding.-Demonstrated expertise in financial planning software, providing user education on functions and reporting tools.-Utilized a data-driven approach to identify areas for policy and procedure improvements, enhancing workflow efficiency.-Updated and documented procedures to streamline access to information on technical errors.-Provided end-user support, including hardware/software troubleshooting, PC break/fix, password resets, and printer troubleshooting.-Managed and resolved technical problems, including OKTA account setup and support, and account management for Schwab, Fidelity, and TD Ameritrade.-Delivered remote support to regional offices using remote administration software tools.-Installed and configured authorized software requests.-Coordinated with other departments to resolve hardware/software incidents and assist with equipment rollouts and user setups.-Managed the IT support ticket system, meeting service level agreement goals and ensuring prompt resolution of IT issues.-Supported and troubleshot IT systems, including operating systems, network systems, and applications, under tight deadlines and diverse workloads.