Key Responsibilities
Technical Support and Troubleshooting
- Provide first and second-level technical support for hardware and software incidents related to desktops, laptops, printers, and other peripherals, both in person and remotely.
- Diagnose and resolve a wide range of issues, including operating system errors (Windows, macOS), application errors, network connectivity problems (LAN/WAN, Wi-Fi, VPN), and printing issues (e.g., print spooler errors).
- Manage support requests via a ticketing system (e.g., ServiceNow, Jira) and track incidents through to resolution.
- Escalate complex or unresolved issues to specialized teams (e.g., network, server, application development) when necessary.
Installation, Configuration, and Maintenance
- Install, configure, test, and maintain new and existing computer hardware and software, including setting up new workstations and peripherals.
- Perform operating system deployment and imaging for desktops and laptops using tools like Microsoft Endpoint Configuration Manager (MECM) or Intune.
- Roll out system updates, patches, and security fixes to all managed devices, following change management protocols to minimize user disruption.
- Perform preventative maintenance, including routine checks, performance optimization, and hardware upgrades or replacements (e.g., memory, hard drives).
Printer-Specific Management
- Set up, configure, and install standalone and network printers.
- Troubleshoot and resolve various printer and scanner issues, including paper jams, connectivity problems, driver conflicts, and print quality issues.
- Monitor printer performance, manage supplies (toner, paper), and coordinate with external vendors for complex repairs or maintenance.
Security and Compliance
- Enforce IT security policies and best practices, ensuring endpoint protection tools (antivirus, encryption) are installed, updated, and active on all devices.
- Manage user accounts and permissions within directory services (e.g., Active Directory), including password resets and access controls, adhering to zero-trust principles.
- Monitor devices for compliance with internal policies and regulatory standards (e.g., GDPR, HIPAA).
Inventory and Documentation
- Maintain an accurate inventory of all IT assets, including hardware specifications, software licenses, location, and user assignments.
- Create and maintain detailed technical documentation, procedural manuals, and knowledge base articles for both IT staff and end-users.
User Training and Collaboration
- Provide guidance and informal training to users on the proper use of hardware, software, and IT best practices.
- Collaborate effectively with other IT teams (e.g., network, infrastructure, security) to ensure seamless IT operations and efficient problem resolution
