Job Description

Roles & Responsibilities

1. Technical Support & Troubleshooting: Provide first-line technical support via phone, email, chat, and in-person. Diagnose and resolve hardware, software, and network issues. Escalate complex problems while maintaining ticket ownership. Install and configure Windows/macOS and business applications like Microsoft 365.

2. Customer Service & Communication: Act as the primary point of contact for IT inquiries. Document all support requests and resolutions in the ticketing system. Provide regular updates to users and build strong, positive professional relationships.

3. System & User Administration: Assist with user account management, including creation, disabling, and permission changes in Active Directory/Microsoft 365. Configure new workstations and peripheral equipment. Perform basic network troubleshooting (connectivity, VPN, Wi-Fi).

4. IT Asset Management: Maintain accurate inventory of all IT hardware and software. Assist in the procurement process for new equipment and licenses.

5. Documentation & Knowledge Base: Create and update technical documentation and how-to guides. Contribute to the IT knowledge base to improve team efficiency and enable user self-service.

Desired Candidate Profile

1. Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).

2. Experience: Proven experience in an IT support or help desk role.

3. Technical Skills: Strong knowledge of Microsoft Windows 10/11 and Microsoft 365 administration. Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN). Understanding of Active Directory and Group Policy.

4. Soft Skills: Excellent problem-solving and analytical skills. Outstanding customer service and interpersonal skills, with the ability to explain technical concepts to non-technical users. Ability to work effectively both independently and as part of a team.

5. Preferred Qualifications:

   • Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).

   • Experience supporting cybersecurity products (e.g., Antivirus, EDR).

   • Relevant certifications (e.g., CompTIA A+, Microsoft Modern Desktop Administrator Associate, ITIL Foundation) are a plus.