Key Job Responsibilities
- Provide technical support and assistance to end-users, both in person and remotely, ensuring timely resolution of hardware, software, and network issues.
- Troubleshoot and resolve technical problems, escalating complex issues to the appropriate teams or vendors, and following up to ensure satisfactory resolution.
- Install, configure, and maintain computer hardware, software applications, and peripheral devices, ensuring their optimal performance.
- Respond to user inquiries, providing guidance and instructions on how to use various IT systems and tools effectively.
- Manage and maintain user accounts and permissions, ensuring data security and adherence to company policies and procedures.
- Perform regular system and software updates, patches, and upgrades to ensure the security and stability of IT infrastructure.
- Assist in the deployment and onboarding of new employees, including setting up workstations, user accounts, and access privileges.
- Document and maintain accurate records of technical issues, solutions, and troubleshooting steps in the knowledge base or ticketing system.
- Collaborate with cross-functional teams to implement IT projects and initiatives, providing technical support and expertise as needed.
- Stay up to date with emerging technologies and industry trends, continuously expanding your knowledge to provide effective IT support.
- Bachelor's degree in computer science, information technology, or a related field is preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
- Proven experience in an IT support role, providing technical assistance and troubleshooting to end-users.
- Solid understanding of computer hardware, software applications, operating systems (e.g., Windows, macOS), and network concepts.
- Familiarity with troubleshooting hardware and software issues, including diagnosing and resolving connectivity, performance, and compatibility problems.
- Experience in configuring and troubleshooting common software applications, including Microsoft Office Suite and email clients.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users and provide exceptional customer service.
- Strong problem-solving and analytical skills, with the ability to identify and resolve technical issues efficiently.
- Knowledge of network protocols, basic network troubleshooting, and remote support tools.
- Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and meeting deadlines.
- Positive attitude, patience, and eagerness to learn and adapt to new technologies and systems.
