Key Responsibilities: Act as the primary point of contact for end-users seeking IT support via phone, email, chat, or in person. Independently troubleshoot and resolve moderately complex technical issues related to: Windows OS Software applications Network connectivity (LAN/WAN) Printers Handheld computing devices Assist with password resets, account unlocks, and user account administration across systems including Active Directory (AD), Entra ID (formerly Azure AD), and SAP ECC. Follow established onboarding protocols to provision and configure user accounts, email, and business applications. Deploy and configure workstations, laptops, and mobile devices in line with organizational standards. Support and maintain network infrastructure, including monitoring and optimization of LAN/WAN connectivity and network security. Document incidents, resolutions, and recurring issues to build a sustainable knowledge base for future reference. Required Technical Skills: Working knowledge of TCP/IP protocols, DHCP, DNS, and general networking principles. Proficiency in Microsoft Office Suite (Outlook, Word, Excel, Access). Strong experience with Windows Active Directory, including Group Policy management. Hands-on experience with: Entra ID (Azure Active Directory) Microsoft Intune (Endpoint Management) Experience managing Microsoft Windows Server environments, including: Active Directory DNS SQL Server Hyper-V virtualization OS patching and maintenance Practical knowledge of network hardware and cabling: Routers, switches, access points Cat5e/6, fiber optic cables, SFP modules Familiarity with Avaya IP Office PBX systems, VoIP, and Microsoft Teams Room systems. Experience with Honeywell/Intermec handheld computers and industrial label printers.