Key Responsibilities:
- Provide first-level contact and support for end users via phone, email, remote desktop, or in person.
- Troubleshoot and resolve hardware, software, and network-related issues (Windows, macOS, printers, VPNs, etc.).
- Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment.
- Support Office 365 applications, Active Directory, and other enterprise software tools.
- Log and track all incidents and service requests using a ticketing system (e.G., ServiceNow, Jira, Freshservice).
- Escalate unresolved issues to higher-level support teams as necessary.
- Assist with onboarding and offboarding of employees (account creation, device setup, access management).
- Maintain IT asset inventory and ensure compliance with company IT policies.
- Assist in setting up and maintaining conference room equipment, AV systems, and telephony.
- Perform routine system updates, patching, and maintenance tasks.
Required Qualifications:
- Associate or Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
- 1–3 years of experience in desktop or technical support.
- Proficient with Windows 10/11, macOS, Office 365, and standard office software.
- Basic understanding of networking (TCP/IP, DNS, DHCP, VPN).
- Familiarity with Active Directory, user/group administration, and file permissions.
- Strong customer service and communication skills.
- Ability to troubleshoot and resolve technical issues independently.
Preferred Qualifications:
- CompTIA A+, Network+, or Microsoft certifications (e.G., MTA, MCP).
- Experience with ITSM/ticketing systems.
- Experience in enterprise environments supporting 100+ users.
- Familiarity with remote support tools (e.G., TeamViewer, AnyDesk, RDP).