**Key Responsibilities**:
- **Advanced Technical Support**: Provide second-level technical support for end-users with hardware, software, and network-related issues. Escalate complex issues to higher-level support when necessary.
- **Troubleshooting & Issue Resolution**: Diagnose and resolve issues with desktop computers, laptops, mobile devices, peripherals, printers, and other hardware.
- **User Account Management**: Assist with user account creation, password resets, and permissions management in Active Directory, Office 365, and other internal systems.
- **Remote Support**: Provide remote assistance using tools like Remote Desktop, VPN, or remote access software.
- **System Maintenance**: Perform routine system checks, updates, and patches for desktop environments to ensure systems remain secure and up-to-date.
- **Documentation**: Maintain clear and concise documentation for each issue, providing knowledge base articles for recurring problems.
- **Customer Ser...