IT Support Professional

Key Responsibilities:

• Technical Support:
• Respond to user inquiries, diagnose and resolve hardware, software, and network problems, including desktops, laptops, printers, mobile devices, and other IT peripherals.
• Help Desk Support:
• Receive and respond to user help desk requests via phone, email, or ticketing systems. Prioritize and manage multiple issues, ensuring timely resolution and excellent customer service.
• System Installation & Configuration:
• Set up new computer systems, install operating systems, software applications, and hardware components. Ensure systems are properly configured and optimized.
• User Training & Guidance:
• Educate end-users on basic computer operations, software usage, and IT best practices. Provide guidance in using IT resources securely and efficiently.
• Network Troubleshooting:
• Troubleshoot LAN, WAN, and internet connectivity issues. Collaborate with network administrators and service providers to resolve complex network problems.
• Data Backup & Recovery:
• Perform regular data backups. Assist in data recovery during system failures or data loss incidents.
• IT Documentation:
• Maintain accurate records of support activities, ticket resolutions, troubleshooting steps, and contribute to IT policies and user manuals.
• System Maintenance & Upgrades:
• Assist in deploying software updates, system patches, and upgrades. Conduct system monitoring and preventive maintenance.
• Security & Antivirus Management:
• Implement security measures to protect systems and data. Update antivirus software and address known vulnerabilities.
• Team Collaboration:
• Work with system admins, network engineers, and developers to resolve complex technical issues and contribute to ongoing IT projects.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• Proven experience in providing technical support for hardware, software, and networks.
• Strong knowledge of desktop operating systems (Windows, macOS) and productivity tools.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Proficiency in configuring/supporting desktops, laptops, printers, and mobile devices.
• Excellent problem-solving, analytical, and multitasking skills.
• Strong customer service orientation and interpersonal skills.
• Good written and verbal communication skills.
• Ability to work both independently and in a collaborative team environment.
• Knowledge of ITIL best practices is a plus.
• Relevant certifications (e.g., CompTIA A+, MCP, CCNA) are advantageous.