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- Provide first-level technical support to end users via phone, email, and in person, addressing issues related to hardware, software, networking, and other IT-related matters.
- Diagnose and troubleshoot technical issues, provide step-by-step instructions, and escalate complex problems to the appropriate IT team members for resolution.
- Maintain and update the IT ticketing system, logging and tracking all help desk requests and resolutions in a timely and accurate manner.
- Install, configure, and support desktops, laptops, printers, scanners, and other end-user devices and peripherals.
- Set up and manage user accounts, permissions, and passwords in accordance with IT policies and procedures.
- Assist with technology-related training and orientation for new employees, as well as provide ongoing training and support for existing users.
- Participate in IT projects, such as software upgrades, hardware installations, and system migrations, as assigned.
- Stay up-to-date with the latest technology trends and advancements, and provide recommendations for improving the organization's IT infrastructure and processes.
- Collaborate with other IT team members and vendors to resolve technical issues and ensure timely resolution of problems.
- Adhere to IT security protocols and policies to protect the organization's data and systems from potential security breaches.
- High school diploma or equivalent, with relevant technical certifications or associate's degree in a related field preferred.
- Minimum of 2 years of experience in providing technical support in a help desk or similar role.
- Strong knowledge of Windows operating systems, Microsoft Office suite, and other common desktop applications.
- Familiarity with computer hardware, printers, scanners, networking concepts, and mobile devices.
- Excellent problem-solving and troubleshooting skills, with the ability to diagnose and resolve technical issues efficiently.
- Outstanding customer service skills, with the ability to communicate technical information in non-technical terms to end users.
- Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines.
- Strong attention to detail and organizational skills, with the ability to document and update technical procedures and knowledge base articles.
- Knowledge of ITIL best practices and experience using IT ticketing systems.
- Ability to lift and carry computer equipment and peripherals weighing up to 50 pounds.