Provide first-level and second-level technical support to end users. Troubleshoot and resolve issues related to Windows operating systems, Microsoft Office applications, and other business software. Manage and monitor endpoint security solutions, including Trend Micro. Administer and support ManageEngine products for IT service management, asset management, and system monitoring. Install, configure, and maintain desktop computers, laptops, printers, and peripheral devices. Support and troubleshoot Ricoh and Xerox printers, copiers, and multifunction devices. Diagnose and resolve hardware, software, network connectivity, and email-related issues. Assist users with account management, password resets, and access requests. Monitor IT tickets and ensure timely resolution according to service level agreements (SLAs). Maintain accurate documentation of incidents, solutions, and IT assets. Escalate complex technical issues to senior IT staff when required. Support software deployment, updates, and patch management activities. Participate in IT projects and system upgrades as needed. Bachelor’s degree in information technology, Computer Science, or a related field. 1–3+ years of experience in IT Help Desk or Technical Support. Relevant certifications such as CompTIA A+, Microsoft, or ITIL are a plus. Strong knowledge of Microsoft Windows 10/11 administration and troubleshooting. Good understanding of Microsoft Office 365 applications and support. Experience with Trend Micro security solutions. Experience with ManageEngine products (ServiceDesk Plus, Endpoint Central, or related tools). Experience supporting Ricoh and Xerox printers. Familiarity with computer hardware installation, maintenance, and troubleshooting. Basic understanding of networking concepts, including: TCP/IP DNS DHCP VPN LAN/WAN Network troubleshooting Knowledge of Active Directory user administration is preferred. Strong problem-solving and customer service skills. Excellent communication and documentation skills.