- Provide first-level technical support to end-users for hardware, software, and network issues, ensuring timely resolution.
- Respond to IT help desk tickets via phone, email, or in-person, accurately documenting issues and solutions.
- Troubleshoot and resolve problems related to desktops, laptops, printers, scanners, and other peripheral devices.
- Install, configure, and maintain operating systems, software applications, and security updates on user devices.
- Escalate complex technical issues to higher-level IT staff or specialized teams as needed.
- Assist with onboarding and offboarding of employees, including setting up user accounts, email, and access permissions.
- Maintain an up-to-date inventory of IT assets and track equipment assignments.
- Educate users on best practices for IT security, data protection, and safe use of technology resources.
- Collaborate with IT team members to support system upgrades, migrations, and routine maintenance tasks.
- Generate regular reports on help desk activity, common issues, and user feedback to support continuous improvement.
2-3 years of proven experience in an IT help desk or technical support role.Strong knowledge of Windows and/or Mac operating systems and common office productivity software.Familiarity with basic networking concepts, including TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.Experience with hardware setup, troubleshooting, and maintenance for desktops, laptops, and peripherals.Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.Ability to prioritize and manage multiple support requests in a fast-paced environment.Strong problem-solving skills and attention to detail.Willingness to work onsite and provide hands-on support as needed.Customer-oriented mindset with a commitment to delivering high-quality service.Ability to maintain confidentiality and handle sensitive information appropriately.