- Provide Technical Support:
- Respond to and resolve IT-related inquiries, issues, and service requests from end users (e.g., system errors, software malfunctions, network problems).
- Troubleshoot hardware and software problems, including operating systems, applications, and peripherals.
- Assist users in configuring devices, network connections, email setups, and troubleshooting login or access issues.
- Incident and Problem Management:
- Log all incidents, issues, and service requests into the IT helpdesk ticketing system.
- Prioritize and manage incidents according to their urgency and impact on business operations.
- Follow up with users to ensure the resolution of issues and track progress to ensure timely closure.
- System and Software Maintenance:
- Install, configure, and maintain software applications, operating systems, and IT hardware.
- Assist with the rollout of new hardware and software to end users.
- Apply patches, updates, and security fixes to software and systems.
- Assist with setting up new printers, and other office equipment.
- User Account Management:
- Set up, modify, and deactivate user accounts in accordance with Google Admin.
- Assist with password resets, account lockouts, and access permissions in Active Directory.
- Network and Connectivity Support:
- Troubleshoot network issues, including VPN, Wi-Fi, and LAN/WAN connectivity problems.
- Assist with remote work setup and troubleshooting, including VPN connectivity and secure access to company resources.
- Customer Service and Communication:
- Maintain a high level of professionalism and customer service in all interactions.
- Communicate technical issues and solutions in a clear, understandable manner to non-technical users.
- Collaborate with other IT team members to ensure effective problem resolution and ongoing improvement of services.
Bachelor’s degree in computer science, Information Technology, or a related field3 to 5 years of experience in an IT support roleStrong knowledge of operating systems, hardware, and software applicationsUnderstanding of networking concepts and security protocolsExcellent troubleshooting skills and attention to detailStrong communication skills and the ability to work collaboratively in a team environmentCustomer-focused with excellent interpersonal skillsAbility to work independently and prioritize tasks effectivelyExperience with IT asset management systems is a plus