Job Summary: IT Support

The IT Support role provides first-level technical assistance to end-users, troubleshooting hardware, software, and network issues while ensuring system performance. Responsibilities include managing user accounts, software installations, and basic hardware repairs.

Key Responsibilities:

• Provide first-level support to end-users, including troubleshooting hardware, software, and network problems.
• Record, prioritize, and resolve incidents and service requests using a help desk ticketing system.
• Diagnose and resolve issues with desktops, laptops, printers, and other peripherals, remotely and on-site.
• Create, modify, and delete user accounts in Active Directory, email systems, and other applications as needed.
• Install, configure, and maintain software applications, ensuring they are up to date with patches and security updates.
• Assist users with connectivity issues, including Wi-Fi, LAN, and VPN problems.
• Perform basic troubleshooting and repair of computer hardware Coordinate with vendors and HR for warranty and repairs if needed.
• Maintain accurate records of support requests, resolutions, and follow-up actions in the help desk system.
• Provide training and guidance to users on basic IT functions, including email, applications, and security best practices.
• Monitor IT systems to ensure optimal performance and identify potential issues before they affect users.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Certifications: A+ Certification, Network+ Certification, or other relevant IT certifications are preferred.
• Minimum 1-3 years of experience in IT support or a similar help desk role.