- Respond to incoming service requests via phone, email, and ticketing system.
- Diagnose and troubleshoot hardware and software issues.
- Provide support for operating systems, applications, and network-related problems.
- Document incidents and resolutions in the ticketing system.
- Escalate complex issues to the appropriate technical teams.
- Maintain knowledge base articles and user documentation.
- Assist with onboarding new users, including account setup and equipment provisioning.
- Participate in IT projects and initiatives as needed.
Associate’s degree in Computer Science or related field, or equivalent experience.ITIL certification or similar IT service management training.Experience with ticketing systems (e.g., ServiceNow, Manage Engine).Knowledge of remote support tools and techniques1-3 years of experience in a technical support or service desk role.Strong knowledge of Windows and macOS operating systems.Familiarity with network protocols and troubleshooting.Excellent communication and interpersonal skills.Ability to work independently and in a team environment.Customer-oriented mindset with a focus on problem-solving.