- Provide first-level contact and support for incoming IT-related queries through phone, email, or in-person.
- Troubleshoot, diagnose, and resolve hardware, software, and networking issues for users.
- Document, track, and monitor problems to ensure timely resolution and customer satisfaction.
- Install, configure, and maintain computer systems, software, and other IT equipment.
- Provide user support and training for software applications and IT systems.
- Escalate unresolved issues to senior IT staff or other departments as needed.
- Perform routine system maintenance, updates, and backups.
- Assist with setting up and configuring new IT equipment.
- Follow up with users to ensure their issues are resolved and provide any necessary feedback or training.
- Monitor IT help desk tickets and ensure a high level of service and performance.
- Maintain knowledge base articles and documentation for troubleshooting.
- Assist in IT inventory management and software licensing.
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar roleHands-on experience with Windows/Linux/Mac OS environmentsGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and troubleshoot basic technical issuesFamiliarity with remote desktop applications and help desk software (eg. Zendesk)Excellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalBS degree in Information Technology, Computer Science or relevant fieldAdditional certification in Microsoft, Linux, Cisco or similar technologies is a plus