Key Responsibilities :
- User Support : Provide timely and effective support to end-users for hardware, software, and network-related issues. Respond to help desk tickets, emails, and phone calls.
- Troubleshooting : Diagnose and resolve technical issues with desktops, laptops, printers, mobile devices, and other peripherals.
- Installation & Configuration : Install, configure, and upgrade operating systems, software applications, and hardware components.
- Maintenance : Perform regular maintenance tasks, including software updates, virus scans, and system backups.
- Documentation : Maintain accurate records of issues, resolutions, and procedures in the help desk ticketing system. Create and update technical documentation for end-users.
- Training : Provide training and support to end-users on best practices and how to use new hardware and software.
- Asset Management : Manage inventory of IT assets, including hardware and software licenses.
- Collaboration : Work closely with other IT team members to address complex issues and implement new solutions.
Qualifications :
- Education : Associate degree in Computer Science, Information Technology, or a related field. Bachelor’s degree preferred.
- Experience : Minimum of 3 years of experience in desktop support or a similar role.
- Technical Skills :
- Proficiency in Windows and macOS operating systems.
- Familiarity with Microsoft Office Suite and common business software applications.
- Knowledge of networking fundamentals (TCP / IP, DNS, DHCP).
- Experience with Active Directory, Group Policy, and remote desktop tools.
- Certifications : CompTIA A+, Microsoft Certified : Modern Desktop Administrator Associate, or similar certifications are a plus.
- Soft Skills :
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Customer-focused attitude with a commitment to delivering high-quality support.
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