5 years experience in deskside/onsite support, troubleshooting desktop hardware, software, and networking issues, including Microsoft OS (Win 7/10) and MS Office. Expertise in Audio/Video equipment, conference room setups, and network/datacenter support (hands-on). Strong experience with Active Directory, Exchange user account management, and remote desktop tools (SMS, Bomgar, WebEx, etc.). A Certified or equivalent, with strong customer service and communication skills. Proficient in ITSM tools (e.g., ServiceNow) and basic MS Project and Visio knowledge.