Job Details

Essential Dutiesand Responsibilities:

• Provide First-Level Support: Respond toincoming help desk requests via phone, email, or ticketing system, ensuringtimely and courteous resolution of technical issues.
• Issue Identification andTroubleshooting: Diagnose and resolve basic hardware, software, andnetwork-related issues; escalate more complex problems to higher-level supportas needed.
• User Support and Guidance: Assist end userswith account setup, password resets, software installations, and basicapplication support.
• Incident Documentation: Accurately logall support interactions, issues, and resolutions in the ticketing system toensure consistent service and knowledge sharing.
• System Monitoring: Monitor systemalerts and performance metrics to identify potential issues, taking proactivesteps or escalating when appropriate.
• Hardware and Peripheral Support: Provide supportfor desktops, laptops, printers, and other peripherals, includingconfiguration, maintenance, and basic troubleshooting.
• Software and Application Support: Support standardsoftware and productivity tools (e.g., Microsoft Office, email clients,antivirus software), ensuring functionality and user accessibility.
• Follow-Up and Communication: Maintain regularcommunication with users regarding the status of their requests and ensureresolution meets satisfaction.
• Compliance and Security: Adhere tocompany policies and IT best practices, including maintaining confidentialityand ensuring compliance with data protection standards.

• Bachelor's degree in Computer Science,Information Technology, or related field (or equivalent experience).
• 2+ years of experience in Help Deskrole in a Microsoft environment, with demonstrated proficiency in desktop,laptop, printers and mobile devices.
• Strong knowledge of Windows 10 andWindows 11 as well as familiarity with networking protocols (e.g., TCP/IP, DNS,DHCP), and security principles.
• Certifications such as CompTIANetwork+, Microsoft Certified Systems Administrator (MCSA), Cisco CertifiedNetwork Associate (CCNA), or equivalent are a plus.
• Excellent problem-solving skills.
• Strong communication and interpersonalskills, with the ability to collaborate effectively with team members andstakeholders at all levels of the organization. Ability to work collaborativelyand effectively in a cross-team environment.

• Ability to lift up to 35 lbs. foroccasional equipment transport and set up.
• Quantity ofsitting/standing/reaching/bending/lifting varies depending on the day's workschedule
• Standard office equipment (telephone,computer workstation, printer, copier, scanner, calculator).