Key Responsibilities:

• Serve as the first point of contact for customer end users seeking IT assistance via phone, email, or service desk ticketing system.
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
• Provide support for password resets, user account management, and access issues.
• Assist in installing, configuring, and maintaining desktops, laptops, and other peripheral devices.
• Escalate unresolved issues to other support teams, following defined escalation protocols.
• Log all support interactions and resolutions in the ticketing system, ensuring detailed and accurate documentation.
• Maintain knowledge of allocated customer IT systems, policies, and procedures to offer efficient support.
• Follow up with end users to ensure full resolution of issues and excellent customer service.
• Assist in maintaining an inventory of hardware and software assets.
• Participate in ongoing training and professional development to stay current with IT support best practices.

Required Skills & Qualifications:

• High school diploma or equivalent (Associate degree in IT or related field preferred).
• 0-1 year of experience in a helpdesk or IT support role.
• Basic understanding of computer systems, mobile devices, printers, and networking.
• Familiarity with Windows and/or Mac operating systems.
• Proficiency in Microsoft Office Suite and common enterprise software.
• Excellent communication and customer service skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• A proactive attitude with a willingness to learn and grow in the IT field.

Preferred Qualifications:

• CompTIA A+ or similar IT certifications.
• Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).
• Familiarity with Active Directory and Office 365 administration.

Working Conditions:

• This position may require occasional weekend or after-hours support
• This is an office based role