Provide day-to-day technical support for end user hardware and software needs and project based support for IT initiatives. You will be responsible for providing routine, technical support and maintenance for desktop, laptop, and network systems including hardware, application software, operating systems and connectivity. Your responsibilities will include troubleshooting hardware and software issues and document resolution and support as needed in addition to installing, configuring, and updating end-user desktop and laptop software with support as needed. You will also be responsible for prioritizing and escalating issues when appropriate to other IT team members.
Responsibilities
- Provide IT support through chat, phone, email, and in person
- Conduct onboarding and offboarding of users, including imaging and account setup.
- Triage and respond to IT requests in an appropriate and timely manner
- Document, record, and log work in the ticket system
- Contact third-party support for resolution of software issues.
- Maintaining inventory of IT equipment
- Installation, configuration, upgrade, and maintenance of desktops, laptops, printers, scanners, and mobile devices as needed
- Assign file and folder permissions as needed
- Support various technologies including Windows Desktop/Server/Active Directory architecture, Microsoft365 Collaboration suite (Outlook/Exchange email, Teams collaboration, etc.) RingCentral, Sophos, CCH Axcess
- May occasionally work off-hours support to coordinate problem resolution and maintain continuous operation
Experience/Qualifications
- 7+ years’ work experience in helpdesk and/or system support
- Knowledge of computer systems, cloud applications, and networks with various operating systems and solutions
- Excellent communication and documentation skills
- Customer-focused service orientation
- Ability to work independently with minimal oversight
- Ability to research and present solutions
- Proven knowledge of basic troubleshooting
- Strong problem-solving skills
Preferred Qualifications
- Associates degree (Higher Education, Higher National Diploma)
- At least 5 years of end user and hardware support
- At least 5 years of office support, call center or phone support work experience
- At least 5 years operating systems support work experience
- At least 5 years of end-user device support and troubleshooting work experience
