Act as the first point of contact for users experiencing technical issues related to hardware, software, or network services.
Log, categorize, prioritize, and resolve incoming service desk tickets, providing timely updates and ensuring customer satisfaction.
Perform basic troubleshooting, provide guidance, and escalate unresolved issues to the appropriate teams.
Technical Support:
Provide support for end-user hardware (laptops, desktops, IPADs), operating systems (Windows, macOS), and applications (Microsoft Office, email clients, etc.).
Troubleshoot and resolve technical issues related to networking, connectivity, printing, Active Directory, and other IT systems.
Support IT onboarding for new hires, including setting up workstations, configuring software, and providing training.
System Administration Support:
Assist in system monitoring, patch management, and maintenance of IT systems.
Support account creation, permissions management, and password resets via Active Directory, Office 365, or other identity management platforms.
Documentation & Knowledge Base:
Maintain and update the IT knowledge base and documentation to ensure efficient problem-solving and self-service options for users.
Document recurring issues and resolutions for future reference and training purposes.
Customer Service Excellence:
Communicate effectively and professionally with end users, ensuring that service level agreements (SLAs) are met.
Provide clear, step-by-step instructions and guidance to users to resolve issues independently.
Hardware & Software Management:
Assist in the deployment of hardware and software updates and upgrades.
Ensure all IT assets (laptops, desktops, printers, etc.) are inventoried and tracked accurately.
Collaboration and Escalation:
Collaborate with other IT teams (networking, systems, security) to address more complex issues or to deploy large-scale projects.
Escalate critical incidents and problems to senior IT staff or vendors when needed.
Required Qualifications:
Experience:
Minimum 3 years of experience in an IT support or service desk role, preferably in a corporate or enterprise environment.
Technical Skills:
Proficient in troubleshooting hardware and software issues for desktops, laptops, printers, and mobile devices.
Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook, etc.).
Familiarity with operating systems such as Windows 10/11, macOS.
Understanding of networking principles (TCP/IP, DNS, DHCP, etc.).
Experience with Active Directory, Office 365, and other IT service management tools.
Certifications (Preferred but not required):
ITIL Foundation Certification or other IT service management certifications.
CompTIA A+ or equivalent technical support certification.
Microsoft Certified: Microsoft 365 certifications are a plus.
Problem-Solving Skills:
Strong analytical skills with the ability to troubleshoot and resolve complex technical issues.
Excellent organizational and time-management skills, with the ability to handle multiple tasks simultaneously.
