- Respond to user requests and incidents via ticketing system, phone, email, or in-person.
- Troubleshoot and resolve hardware, software, and network-related issues on Windows/macOS systems.
- Install, configure, and maintain desktop/laptop systems, printers, and other peripherals.
- Support Microsoft Office 365, VPN access, remote desktop tools, and commonly used enterprise software.
- Assist in onboarding and offboarding processes including account setups, permissions, and equipment provisioning.
- Maintain documentation of processes, issues, and resolutions in the help desk knowledge base.
- Monitor help desk queues and prioritize tasks to ensure timely resolution of support requests.
- Escalate unresolved issues to higher-level IT staff or external vendors when appropriate.
- Contribute to continuous improvement of IT support procedures and tools.
Requirements:
Education & Experience:
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- 2–4 years of experience in a help desk or technical support role.
Technical Skills:
- Proficiency with Windows and macOS operating systems.
- Solid understanding of networking concepts (TCP/IP, DNS, DHCP, etc.).
- Familiarity with Active Directory, Microsoft 365 administration, and remote desktop tools.
- Experience with ticketing systems like Zendesk, Jira, ServiceNow, or similar.
Soft Skills:
- Strong problem-solving skills and attention to detail.
- Excellent interpersonal and communication skills (written and verbal).
- Ability to work independently and as part of a team in a fast-paced environment.
- Customer-oriented with a commitment to providing top-tier support.
Job Type: Full-time
Work Location: Remote
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