Provide first-level technical support via phone, in-person (walk-in), and other communication channels (e.g., email, chat). Greet customers professionally and courteously, actively listening to their issues and concerns. Diagnose and resolve common technical issues such as Password resets and account unlocks. Basic workstation remediation (e.g., restarts, software troubleshooting). Application installation and basic troubleshooting. Hardware troubleshooting and basic remediation. Accurately document and escalate complex or unresolved issues to Tier 2 support, the E-business team, or other appropriate teams, ensuring a seamless handoff and minimizing downtime for the end-user. Log and track all support requests in the CRM/ticketing system (e.g., ACD system), meticulously documenting the issue, troubleshooting steps taken, and resolution. Adhere to incident management procedures and SLAs. Process and fulfill standard service requests, such as software installations, account creations, and access requests. Provide basic support for mobile devices (e.g., setup, configuration, troubleshooting connectivity issues). Knowledge Management: Contribute to the knowledge base by documenting solutions to common problems and updating existing documentation as needed. Workstation Management: Assist with workstation patching, testing, and other desktop engineering tasks as directed. High School Diploma or equivalent Minimum 2 years of professional experience Ability to obtain a Public Trust Clearance A+ Certification or other relevant technical certifications ITIL v4 Foundations or equivalent