First-Line Technical Support:

• Respond to user inquiries and support requests via phone, email, chat, and in-person.
• Troubleshoot and resolve hardware and software issues, including operating systems, applications, and peripherals.
• Assist users with basic network connectivity problems.
• Provide support for desktop computers, laptops, printers, and mobile devices.
• Assist with software installations, configurations, and updates.

Incident Management:

• Accurately log all support requests and incidents in the help desk ticket systems.
• Prioritize and manage tickets based on severity and impact.
• Follow up with users to ensure issue resolution and satisfaction.
• Escalate complex issues to higher-level support teams as needed.

Customer Service:

• Provide professional and courteous support to all end-users.
• Communicate technical information clearly and concisely.
• Maintain a positive and helpful attitude.
• Ensure user satisfaction by providing timely and effective solutions.
• Documentation and Knowledge Management:
• Document troubleshooting steps and solutions in the knowledge base.
• Contribute to the creation and maintenance of IT documentation.
• Maintain accurate inventory of IT equipment.

System Administration Assistance:

• Assist with basic user account management.
• Perform basic system maintenance.
• Assist with the setup of new hardware.

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Proven experience in an IT Help Desk or technical support role.
• Solid understanding of computer hardware, software, and operating systems (Windows, macOS).
• Basic networking knowledge.
• Excellent problem-solving and troubleshooting skills.
• Strong customer service and communication skills.
• Ability to work independently and as part of a team.
• Experience with help desk ticketing systems.