Responsibilities
· provide advanced troubleshooting and technical support for desktops, laptops, mobile devices, printers, and other IT equipment.
· diagnose and resolve complex technical issues related to operating systems, software applications, network connectivity, and hardware components.
· perform root cause analysis for recurring issues and implement permanent solutions to prevent future occurrences.
· collaborate with other IT teams to escalate and resolve issues that require specialized expertise.
· maintain accurate records of all service desk activities, including incident reports, service requests, and knowledge base articles.
· effective participation in IT projects and initiatives aimed at improving Service Improvement as well as process improvements.
· IT equipment asset management and tracking
· provisioning of computer equipment (laptop, desktop, monitors, etc)
Skills / Experience
· 1+ year of experience in IT Support or related area.
· 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
· Proficiency in troubleshooting expertise in Windows OS, 10/11, Basic Networking, Active Directory, and remote support tools.
· Strong customer service orientation and a commitment to delivering high-quality support to end-users.
· Good verbal and written communication skills with the ability to convey technical concepts to non-technical users.
· Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
· Ability to work independently with minimal supervision and as part of a collaborative team.