- Identify recurring issues that can be resolved more efficiently to reduce time spent on tickets.
- Contribute to accurate record-keeping of equipment and software issues that may impact repair or replacement costs.
- Help in preventing unnecessary hardware replacements through effective troubleshooting and repair.
- Provide prompt and courteous technical support to users for various IT issues, primarily via phone, email, or in-person.
- Diagnose and resolve common hardware problems (e.g., desktops, laptops, printers) and software application issues.
- Guide users through troubleshooting steps and provide clear, easy-to-understand explanations.
- Adhere to all IT support processes, including logging incidents, service requests, and problem reports accurately in the ticketing system.
- Follow established escalation procedures for issues that cannot be resolved at the first level.
- Maintain and update technical documentation, including troubleshooting steps and user guides.
- Ensure compliance with IT security policies and procedures when handling user access or data.
- Continuously expand knowledge of supported systems, software, and hardware through self-study and formal training.
- Learn new troubleshooting techniques and best practices for technical support.
|
Bachelor’s degree in information technology, Computer Science, or a related fieldExperience with helpdesk ticketing systems.1-3 years of experienceSkills:Customer FocusDetail OrientedTime ManagementProactivenessBasic Hardware TroubleshootingRemote Desktop Tools Familiarization