Key Responsibilities:
Technical Support:
- Provide Level 1 (L1) support for desktops, laptops, printers, and other peripherals.
- Respond to incidents and service requests via calls, emails, or ticketing systems.
- Troubleshoot hardware and software problems, including OS issues, application errors, and connectivity issues.
- Install, configure, and update Windows/Mac operating systems and applications.
- Assist users with email configurations, VPN access, and basic network troubleshooting.
Support Microsoft Office 365, Active Directory (password resets, account lockouts), and other enterprise applications.
User Support & Communication:
- Provide remote and in-person support for employees.
- Maintain clear communication and provide timely updates on issue resolution.
- Guide users on IT policies, security best practices, and basic troubleshooting steps.
Documentation & Reporting:
- Log all incidents and service requests in the ITSM/ticketing system.
- Maintain up-to-date documentation of common issues and resolutions.
- Escalate complex issues to L2/L3 support teams as needed.
