Job Description

Job Overview

Provide first-level technical support and assistance to end users during regular business hours, Monday through Friday. Resolve hardware, software, and network issues promptly to ensure smooth IT operations and high user satisfaction.

Key Responsibilities

• Respond to IT support requests via phone, email, and ticketing system during Monday to Friday business hours, typically 8 AM to 5 PM or 9 AM to 6 PM.
• Troubleshoot and resolve desktop, laptop, printer, mobile device, and software issues.
• Manage user accounts and access permissions using Active Directory or similar tools.
• Assist with hardware setups, software installations, and basic network troubleshooting.
• Document user problems, resolutions, and follow up to ensure issue closure.
• Collaborate with IT teams to escalate and resolve complex issues.
• Maintain IT asset inventory and contribute to knowledge base resources.
• Provide excellent customer service with clear communication.

Requirements

• 3+ years of experience in IT help desk or support roles.
• Familiarity with Windows and macOS environments.
• Strong problem-solving and communication skills.
• Ability to work Monday-Friday during business hours (e.g., 8:30 AM to 5 PM).
• Experience with Active Directory, ticketing systems, and basic networking.

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