This role involves resolving user inquiries, escalating complex problems, and maintaining accurate records of support activities. The ideal candidate is a patient, customer-focused individual with strong technical skills and a knack for problem-solving.

Key Responsibilities:

User Support: Respond to incoming support requests via phone, email, or ticketing system, assisting users with hardware (e.g., desktops, laptops, printers) and software (e.g., Microsoft Office, email clients) issues.

Troubleshooting: Diagnose and resolve technical problems, including connectivity issues, password resets, and application errors, following standard procedures.

Ticket Management: Log, track, and update support tickets in a helpdesk system, ensuring timely resolution or escalation to higher-tier support.

System Maintenance: Perform basic system administration tasks, such as creating user accounts, managing permissions, and installing software updates.

Documentation: Maintain knowledge base articles and user guides to assist with common issues and improve self-service options.

Hardware Support: Assist with setup, configuration, and repair of workstations, peripherals, and mobile devices.

Escalation: Identify issues beyond first-level support and escalate them to senior IT staff or specialized teams with detailed notes.

User Training: Provide basic training or guidance to employees on software tools and IT best practices (e.g., avoiding phishing emails).

Collaboration: Work with IT team members to implement system upgrades, rollouts, or other projects as needed.

Qualifications:

Education: Bachelor’s degree in Information Technology, Computer Science, or a related field is a plus.

Experience: 1–3 years of experience in a helpdesk or technical support role (entry-level candidates with relevant training/certifications also considered).

Technical Skills:

Familiarity with Windows and macOS operating systems.

Knowledge of Microsoft Office Suite, email clients (e.g., Outlook), and common business applications.

Familarity with mobile system.

Basic understanding of networking (e.g., TCP/IP, Wi-Fi troubleshooting).

Soft Skills:

Excellent communication and interpersonal skills to assist users of varying technical levels.

Strong problem-solving abilities and attention to detail.

Ability to prioritize tasks in a fast-paced environment.

Work Environment:

Standard office hours with after hour on-call

Collaborative team setting with opportunities to learn and grow in IT.