Technical Support Representative

- I provide timely and professional technical assistance to end-users through help desk tickets, phone calls, and email communications, addressing issues related to hardware, software, operating systems, and network connectivity. - I troubleshoot and resolve software problems across various platforms, including Windows, macOS, and Linux operating systems. - I manage computer hardware components such as desktops, laptops, printers, and peripherals to ensure they perform optimally. - I assist users with computer management tasks such as account setup, password resets, and user access permissions. - I support network infrastructure, including LAN, VPN, firewalls, and other security measures to maintain secure connectivity. - I utilize IT service management tools like ServiceNow and Jira to document issues, track resolutions, and generate reports for ongoing improvement. - I collaborate with the IT team to maintain and update IT infrastructure components, including switches, routers, firewalls, and servers. - I conduct routine system updates, software installations, and hardware upgrades to keep systems current and secure. - I provide guidance on best practices for cybersecurity measures such as VPN access and firewall configurations to protect organizational data. - I escalate complex technical issues to specialized teams when necessary, ensuring I maintain communication with end-users throughout the resolution process.