Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.

• Diagnose and troubleshoot hardware, software, and network issues.

• Escalate unresolved issues to higher-level support teams as necessary.

• Log all incidents and service requests accurately in the ticketing system.

• Follow up with users to ensure issues are resolved and provide updates on progress.

• Maintain knowledge base articles and documentation for common issues and solutions.

• Support onboarding and offboarding processes, including account setup and equipment provisioning.

• Adhere to service level agreements (SLAs) and performance metrics.

Required Skills and Qualifications:

• Proven experience in a service desk or IT support role.

• Strong knowledge of Windows and/or macOS operating systems.

• Familiarity with Microsoft 365, Active Directory, and common enterprise applications.

• Excellent communication and interpersonal skills.

• Ability to work independently and manage multiple priorities.

• Strong problem-solving and analytical abilities.

• Customer-oriented mindset with a focus on delivering high-quality support.

Preferred Qualifications:

• ITIL Foundation certification or equivalent.

• Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).

• Basic understanding of networking concepts (DNS, DHCP, VPN).

• Knowledge of remote support tools and techniques.