Success in this position requires strong troubleshooting skills, adherence to Service Level Agreements (SLAs), proactive communication, and collaboration with internal IT teams.
Key Responsibilities:
- Provide first-level technical support for hardware, software, and peripheral issues
- Troubleshoot desktops, laptops, mobile devices, printers, and network connectivity
- Support user accounts, access management, and security in alignment with IT policies
- Document and track incidents and service requests within the ticketing system
- Install, configure, and maintain end-user software and equipment
- Deliver remote support while maintaining excellent customer service standards
- Assist with onboarding, offboarding, equipment setup, and asset tracking
- Escalate complex issues to higher-tier IT teams when necessary
Qualifications & Requirements:
- Strong customer service and interpersonal skills
- Ability to collaborate effectively within a team environment
- Comfortable working with minimal supervision
- Experience with ticketing systems (JIRA, Salesforce, ServiceNow, etc.)
- Familiarity with Active Directory, Azure, and Microsoft Office 365
- Experience using remote support tools (LogMeIn, ConnectWise, Remote Desktop, etc.)
- Experience with call routing tools (Five9, RingCentral, MS Teams, Zoom, etc.)
Work Location: In person
