- Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing system.
- Diagnose and resolve hardware, software, and network issues for desktops, laptops, and mobile devices.
- Provide timely and effective support for operating systems, productivity applications, and company-specific software.
- Escalate complex incidents to higher-level IT staff or specialized teams as necessary.
- Document all support interactions, troubleshooting steps, and resolutions in the help desk system.
- Assist in the setup, configuration, and deployment of new hardware and software for employees.
- Maintain inventory of IT assets and ensure proper tracking of equipment.
- Educate users on best practices for security, software usage, and self-service troubleshooting.
- Collaborate with IT team members to identify recurring issues and recommend process improvements.
- Participate in on-call rotation or after-hours support as required.
1-5 years of experience in an IT help desk, technical support, or related role.Strong knowledge of Windows and/or Mac operating systems.Familiarity with common productivity software (e.g., Microsoft Office Suite, Google Workspace).Experience troubleshooting hardware, software, and basic networking issues.Excellent communication and interpersonal skills for effective user support.Ability to prioritize and manage multiple support requests in a fast-paced environment.Strong problem-solving and analytical abilities.Customer-focused mindset with a commitment to delivering high-quality service.Willingness to work onsite in an office environment.Flexibility to support full-time, unlimited, or long-term employment arrangements.