Desktop Support II

Job Description

Technical Support:
 
Provide deskside and remote support for desktops, laptops, mobile devices, printers, and other peripherals.
 
Diagnose and resolve hardware and software issues promptly.
 
 Assist users with troubleshooting application issues and system errors.
 
Incident Management:
 
Respond to helpdesk tickets, emails, or calls and ensure timely resolution of issues.
 
Escalate complex technical problems to higher-level support teams when necessary.
 
Document and track all support activities in the ticketing system.
 
Hardware and Software Maintenance:
 
Install, configure, and maintain IT equipment, including operating systems and applications.
 
Perform regular updates, patches, and system upgrades as required.
 
Assist in hardware procurement, inventory management, and device deployment.
 
User Support and Training:
 
Provide one-on-one or group training sessions for end-users on IT systems and best practices.
 
Create and maintain user-friendly documentation and FAQs for common issues.
 
Network and Connectivity Support:
 
Troubleshoot and resolve basic network connectivity issues, including VPN and Wi-Fi.
 
Coordinate with network administrators for advanced network-related troubleshooting.
 
System Security:
 
Enforce IT security policies by ensuring compliance with organizational standards.
 
Assist with password resets, account unlocks, and multi-factor authentication (MFA) setup.
Proactive Monitoring:
 Identify recurring issues and recommend improvements to reduce future problems.
 Participate in IT projects, including system upgrades, migrations, and deployments.
Qualifications
 Education:
 Associate or bachelor’s degree in information technology, Computer Science, or a related field. Equivalent experience is acceptable.
 Experience:
Minimum 4+ years of experience in IT support or a related role.
Technical Skills:
Strong knowledge of Windows and macOS operating systems.
Familiarity with Microsoft Office 365 and other productivity tools.
Basic understanding of networking concepts (e.g., TCP/IP, DNS, VPN).
 Experience with ticketing systems such as ServiceNow, Jira, or similar.
 Soft Skills:
 Excellent problem-solving and analytical skills.
Strong interpersonal and communication abilities.
Patience and the ability to work effectively with non-technical users.
Certifications (Preferred):
CompTIA A+ or Network+.
ITIL Foundation Certification.
Microsoft Certified