• Diagnose and resolve technical issues, including but not limited to branch video and phone systems, access issues across multiple platforms, and data connectivity for remote users. • Deliver high-quality support via phone, guiding users through technical solutions while following a structured knowledge base. • Handle password resets, "how-to" questions, and general inquiries about supported systems. • Identify, document, and analyze trends to support effective problem resolution and prevent recurrence. • Assess and prioritize work based on severity, urgency, and impact. • Follow escalation protocols to ensure unresolved issues are addressed promptly. • Maintain detailed and accurate records of daily activities, system functions, and user interactions. • Assist with additional tasks as assigned.