Job Description
Job Description
- Respond to user inquiries via phone, email, or ticketing system.
- Perform remote troubleshooting using diagnostic tools and guided questioning.
- Resolve basic technical issues related to desktops, laptops, mobile devices, printers, and software.
- Escalate unresolved issues to higher-level support personnel.
- Document issues and resolutions in the help desk system.
- Assist with onboarding/offboarding tasks such as account setup, hardware provisioning, and access revocation.
- Maintain inventory records and assist in asset tracking and reclamation.
- Support software installations and updates under supervision.
- Provide guidance on IT policies and procedures to end users.
- 1+ year of IT support experience
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field
- Certifications in IT (e.g., CompTIA A+) preferred.
- Understanding of computer systems, mobile devices, and common software applications.
- Experience with Windows OS and Microsoft Office Suite
- Experience with ticketing systems
- Exposure to remote desktop tools, Active Directory, and VPN
- Strong communication and customer service skills.
- Ability to follow instructions and work collaboratively in a team environment.
- Patience and professionalism when dealing with non-technical users.