IT Support

Responsibilities

• Provide first-level technical support to users via phone, email, or in person.
• Diagnose and troubleshoot basic hardware, software, and network issues.
• Assist with password resets, account unlocks, and basic system administration tasks.
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Escalate unresolved issues to IT Support L2 or appropriate teams.
• Maintain and update ticketing system with details of issues and resolutions.
• Ensure adherence to service level agreements (SLAs) and response times.
• Provide support for software applications commonly used within the organization.
• Assist in setting up and supporting workstations for new employees.
• Document procedures and provide end-user training on basic technical issues.
• Maintain IT inventory records and ensure hardware availability.

Demonstrates proficiency in providing first-level technical support, troubleshooting hardware and software issues, and maintaining IT inventory. Capable of delivering excellent customer service and adhering to service level agreements while effectively prioritizing tasks in a fast-paced environment.

• 1-2 years of experience in a help desk or IT support role.
• High school diploma or equivalent (Associate's degree or technical certifications preferred).
• CompTIA A+ or equivalent certification is preferred.
• Familiarity with ITIL practices is a plus.
• Basic knowledge of Windows/MacOS, Microsoft Office Suite, and common software applications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.