Job Description

End-User Technical Support:

• Serve as the first point of contact for employees seeking technical assistance over the phone, email, or in-person.
• Diagnose and resolve technical issues related to operating systems, software applications, hardware devices, and network connectivity.
• Assist with user account management, including Active Directory or other identity management systems for creating, modifying, and deleting user accounts and permissions.
• Ensure timely and efficient resolution of technical issues and escalating complex problems to senior IT staff when necessary.

Hardware and Software Installation:

• Set up, configure, and deploy new hardware (e.g., desktops, laptops, printers) and software applications.
• Perform routine hardware and software maintenance tasks, including system updates, patches, and security patches.
• Assist in installing, configuring, and troubleshooting office software and network applications, ensuring optimal functionality for users.

Network and Connectivity Support:

• Assist in troubleshooting and resolving network connectivity issues (LAN, WAN, Wi-Fi, VPNs) for end-users.
• Help configure and support remote work solutions (VPN access, remote desktop support, etc.).
• Provide guidance on troubleshooting network issues, including router and modem configurations, email connectivity, and file sharing problems.

System Monitoring & Maintenance:

• Monitor system performance and health, identifying and troubleshooting any issues before they escalate.
• Assist with system backups, data restoration, and disaster recovery procedures.
• Ensure antivirus and security software are updated and functioning properly across all user systems.

Technical Documentation:

• Maintain detailed records of user-reported issues, troubleshooting steps, resolutions, and feedback.
• Create user guides, how-to documents, and FAQs to help users resolve common issues independently.
• Keep accurate inventory records of IT hardware and software assets.

End-User Training:

• Provide technical training to end-users, explaining system features, applications, and tools in an easy-to-understand manner.
• Educate users on IT best practices, security policies, and safe usage of devices.

Collaboration & Escalation:

• Collaborate with other IT team members to implement and troubleshoot new technologies.
• Work closely with senior IT executives and departments to improve IT processes and support standards.
• Escalate unresolved or high-priority technical issues to the IT manager or senior IT staff.

Job Requirements

Technical Skills:

• Operating Systems: Proficiency in Windows, macOS, and basic Linux environments.
• Networking: Understanding of network protocols (TCP/IP, DNS, DHCP), wireless networks, and VPNs.
• Hardware Support: Experience troubleshooting desktops, laptops, printers, and other peripheral devices.
• Software Knowledge: Familiarity with common software applications such as Microsoft Office 365, Google Workspace, and other business productivity tools.
• Ticketing Systems: Familiar with service desk tools (e.g., Jira, ServiceNow, Zendesk) for tracking technical issues and resolutions.
• Security: Basic knowledge of antivirus software, data protection, and user access controls.

Soft Skills:

• Communication: Strong verbal and written communication skills, with the ability to explain technical information to non-technical users.
• Problem-Solving: Ability to identify issues quickly, analyze them, and find effective solutions in a fast-paced environment.
• Customer Service: A customer-focused mindset with patience and the ability to manage difficult situations calmly and effectively.
• Organizational Skills: Strong attention to detail, with the ability to manage multiple support requests at once.
• Teamwork: Ability to work well within a team and collaborate with other departments to resolve IT issues.

Education & Experience Requirements:

• Bachelor’s Degree in Information Technology, Computer Science, or a related field (preferred).
• 1-2 years of experience in an IT support role, providing hands-on technical assistance to endusers. 
• CompTIA A+, CompTIA Network+ (preferred)
• Microsoft Certified: Windows Fundamentals or other Microsoft certifications (desired)
• ITIL Foundation or similar IT service management certification (preferred).

Skills