Key Responsibilities

• Provide first-level and second-level technical support to employees via phone, email, chat, and in person.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and related peripherals.
• Manage user accounts, permissions, and access in systems such as Active Directory, Microsoft 365, and other enterprise applications.
• Support onboarding and offboarding processes, including device setup and recovery.
• Maintain and update IT asset inventory, equipment tracking, and documentation.
• Escalate complex issues to senior IT staff or vendors as needed.
• Ensure compliance with security practices, policies, and data protection standards.
• Perform routine system maintenance, updates, and patching.
• Assist with network monitoring, backup checks, and system health reviews.
• Contribute to IT projects, deployments, and process improvement initiatives.

Qualifications

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• 1–3 years of experience in technical support or helpdesk roles.
• Relevant certifications such as CompTIA A+, Network+, ITIL, or Microsoft certifications are a plus.

Technical Skills

• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with Active Directory, DNS, DHCP, and basic networking concepts.
• Experience with Microsoft 365, Google Workspace, or similar cloud suites.
• Ability to troubleshoot hardware components, peripherals, and connectivity issues.
• Understanding of IT security fundamentals and best practices.
• Knowledge of ticketing systems (e.g., ServiceNow, Jira, Freshservice).

Soft Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-focused mindset with a calm, friendly approach.