Key Responsibilities

• Provide first and second-level technical support via phone, email, or in-person to internal staff.
• Diagnose and troubleshoot complex hardware and software issues on desktops, laptops, and devices.
• Install, configure, and maintain computer systems, applications, and network equipment.
• Perform advanced system maintenance, updates, and backups on IT systems.
• Monitor system performance, identify issues, and implement solutions for efficiency and security.
• Resolve user inquiries, ensuring high customer satisfaction and provide guidance on system functions.
• Maintain detailed records of issues and resolutions in the ticketing system.
• Develop and document procedures to improve support process efficiency.
• Assist in planning and executing IT projects, including upgrades and new technology implementations.
• Participate in testing, deployment, and maintenance of new applications and systems.
• Manage IT inventory, including tracking, maintenance, and procurement of hardware and software assets.
• Ensure compliance with company IT security and data protection policies.
• Support development and implementation of IT policies and best practices.
• Mentor and support junior IT support staff.

Candidate Profile

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 2+ years in IT support roles with proficiency in Windows, macOS, and Linux.
• Familiarity with common software applications and networking concepts.
• Strong analytical and troubleshooting skills for complex technical issues.
• Excellent communication skills for technical and non-technical audiences.
• Effective interpersonal skills, promoting collaboration in team environments.
• Customer service-oriented with proactive problem-solving abilities.
• Continuous learner adaptable to new technologies.
• Organized with meticulous attention to detail and efficient time management.
• Preferred CompTIA A+, Network+, or equivalent certifications, IT security principles knowledge, familiarity with IT ticketing systems.