End-User Support:
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to tickets, emails, and phone calls from end-users and resolve technical problems in a timely and efficient manner.
Hardware Troubleshooting:
Diagnose and resolve hardware issues on desktops, laptops, printers, and other peripherals.
Perform hardware installations, upgrades, and maintenance as needed.
Software Troubleshooting:
Troubleshoot and resolve software issues, including applications, operating systems, and utilities.
Assist end-users with software installations, configurations, and updates.
Network Support:
Assist in troubleshooting network connectivity issues, both wired and wireless.
Collaborate with network administrators to resolve complex network problems.
System Administration:
Perform basic system administration tasks, including user account management, password resets, and access permissions.
Assist in the maintenance of servers, backups, and other IT infrastructure components.
Remote Support:
Documentation:
Create and maintain documentation for technical processes, troubleshooting steps, and standard operating procedures.
Document common issues and their resolutions for knowledge base articles.
Customer Service:
Deliver excellent customer service by ensuring clear communication and a positive attitude.
Educate end-users on IT policies, procedures, and best practices.
Requirements
Bachelor’s degree in computer science, Information Technology, or a related field.
3+ years of experience in technical support roles
Microsoft 365 Certified: Fundamentals (MS-900) or Endpoint Administrator Associate.
Microsoft Certified: Modern Desktop Administrator Associate (MD-102) or equivalent.