- Provide first-level technical support to end-users via phone, email, and in-person channels.
- Diagnose and resolve hardware, software, and network issues in a timely manner.
- Log, track, and manage support tickets using the company’s help desk system.
- Escalate complex technical problems to higher-level IT staff or relevant departments as needed.
- Install, configure, and maintain desktop computers, laptops, printers, and other IT equipment.
- Assist with onboarding and offboarding processes, including setting up user accounts and access rights.
- Maintain accurate documentation of issues, solutions, and standard operating procedures.
- Educate users on best practices for IT security and system usage.
- Support routine maintenance tasks such as software updates, backups, and virus scans.
- Collaborate with IT team members to improve support processes and enhance user satisfaction.
1-2 years of experience in an IT help desk or technical support role.Strong understanding of Windows and/or Mac OS environments.Familiarity with basic networking concepts and troubleshooting.Excellent communication and interpersonal skills.Ability to prioritize and manage multiple support requests efficiently.Customer-focused attitude with a commitment to resolving issues promptly.Basic knowledge of IT security principles.Experience with help desk ticketing systems.Ability to work independently and as part of a team.Willingness to learn and adapt to new technologies.