Key Responsibilities:

• Technical Support: Providing first-level support to users experiencing issues with computers, software, printers, and other IT-related equipment. This includes diagnosing problems, walking users through solutions, and escalating more complex issues to higher-level support if necessary.

• System Setup and Maintenance: Installing and configuring hardware, software, and peripheral devices for new employees or as part of system upgrades. This includes setting up user accounts, ensuring proper access permissions, and maintaining system performance.

• Network Support: Assisting in the setup and maintenance of an organization’s network infrastructure, including routers, switches, and firewalls. Troubleshooting network connectivity issues and ensuring network security.

• Software Management: Installing, updating, and managing software applications used within the organization. Ensuring software licenses are up to date and that employees have access to the tools they need.

• Hardware Troubleshooting: Diagnosing and repairing hardware issues, including computers, servers, printers, and other peripherals. This may involve replacing faulty components or coordinating with vendors for repairs.

• User Training and Support: Assisting users in understanding how to use new hardware, software, and systems. Providing guidance on best practices and creating documentation or tutorials for common tasks.

• Security and Compliance: Monitoring systems for security breaches or vulnerabilities, applying software patches and updates, and ensuring compliance with company IT policies and regulations.

• Remote Support: Providing technical support to remote employees through phone, email, or remote desktop tools, ensuring that all users, regardless of location, receive timely assistance.

• Inventory Management: Keeping track of IT assets, including hardware and software inventory. Managing the lifecycle of equipment from acquisition to disposal.

Skills Required:

• Technical Proficiency: Strong knowledge of computer systems, networks, and common software applications. Familiarity with operating systems such as Windows, macOS, and Linux.

• Troubleshooting: Excellent problem-solving skills to quickly identify and resolve technical issues. Ability to perform root cause analysis and implement effective solutions.

• Communication: Good verbal and written communication skills to effectively assist users who may have varying levels of technical knowledge.

• Customer Service: A user-centric approach to providing support, with patience and a helpful attitude to ensure a positive experience for end-users.

• Time Management: Ability to prioritize tasks, manage multiple issues simultaneously, and meet deadlines in a fast-paced environment.

• Documentation: Skill in creating clear and concise documentation for processes, procedures, and user guides.

• Security Awareness: Understanding of basic cybersecurity principles, including safe computing practices, password management, and data protection.