Responsibilities:
- Provide first-line technical support to end-users regarding hardware, software, and network-related issues.
- Troubleshoot and resolve desktop, laptop, printer, and peripheral equipment problems.
- Install, configure, and maintain operating systems, applications, and software updates.
- Manage user accounts, permissions, and access in Active Directory and other authentication systems.
- Assist users with login issues, password resets, and access rights management.
- Assist users with Microsoft Office Suite applications (Word, Excel, PowerPoint, Outlook) and Google Workspace applications (Gmail, Google Drive, Google Docs, Google Sheets, Google Slides).
- Document support activities, solutions, and procedures for knowledge base reference.
- Collaborate with IT team members and vendors to resolve complex technical issues and implement solutions.
- Ensure compliance with IT policies, procedures, and security measures.
- Contribute to IT projects and initiatives to improve system efficiency and user experience.
Qualifications:
- Proven experience as a Level 1 Desktop Support Specialist or similar role.
- Solid understanding of desktop operating systems (Windows, MacOS) and software applications.
- Hands-on experience with Active Directory user management, group policies, and security principles.
- Excellent troubleshooting and problem-solving skills with a customer-oriented approach.
- Strong communication skills, both verbal and written, with the ability to explain technical information clearly to non-technical users.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
