Job Description

Job description Qualifications and Experience: Any Bachelor's degree, Information Technology, or a related field (or equivalent work experience). 2-3 years of experience in an IT support role. Proven experience in troubleshooting hardware, software, and basic networking issues. Hands-on experience with operating systems (Windows), MS 365 Apps for Enterprise, and other common business applications. Familiarity with Active Directory, Entra ID or other user management system Basic understanding of network protocols (TCP/IP, DNS, DHCP). Excellent problem-solving and analytical skills. Strong communication (both verbal and written) and interpersonal skills. Excellent customer service orientation and a proactive approach to problem resolution. Ability to work independently and as part of a team. Strong organizational and time management skills. Preferred Skills (Optional): IT certifications (e.g., Microsoft Certified Desktop Support Technician). Experience with helpdesk ticketing systems (e.g., ServiceNow, Jira Service Management). Knowledge of remote desktop tools. Experience with mobile device management (MDM). Basic scripting skills (e.g., PowerShell, Bash). Familiarity with ITIL framework. Responsibilities: Technical Support: Provide first and second-level technical support to end-users via phone, email, and in-person for hardware, software, and network-related issues. Diagnose and resolve technical problems efficiently and effectively. Escalate complex issues to senior IT staff or external vendors when necessary. Document all support interactions, troubleshooting steps, and resolutions in the helpdesk system. Follow up with users to ensure their issues are resolved to their satisfaction. Hardware and Software Management: Install, configure, and maintain computer hardware (desktops, laptops, peripherals), operating systems (Windows), and standard software applications. Troubleshoot hardware failures and coordinate repairs or replacements. Manage software installations, updates, and licensing. Assist with the setup and maintenance of printers, scanners, and other office equipment. User Account/Mailbox Management: Create, modify, and disable user accounts in Active Directory or other relevant systems. Manage user access and permissions to network resources and applications. Create/Modify Mailboxes, Distribution lists Access/Permission management Network Support: Troubleshoot basic network connectivity issues (LAN, Wi-Fi, VPN). Assist with the configuration and maintenance of network devices (routers, switches, firewalls) under the guidance of senior network engineers. IT Documentation: Create and maintain clear and concise IT documentation, including knowledge base articles, troubleshooting guides, and standard operating procedures. IT Asset Management: Assist with the inventory and tracking of IT assets (hardware, software licenses). Security Awareness: Adhere to company security policies and procedures. Educate users on basic security best practices. Report any suspected security incidents. Project Assistance: Assist senior IT staff with IT-related projects, such as system upgrades, migrations, and deployments.