Provide technical assistance to employees or customers by troubleshooting hardware, software, network, and account-related issues. Respond to support requests, document incidents, resolve problems efficiently, and escalate complex issues to appropriate IT teams.
Key Responsibilities:
Provide first-level technical support via phone, email, chat, and ticketing systems.
Troubleshoot hardware, software, connectivity, printer, and application issues.
Install, configure, and maintain computers, peripherals, and software.
Create, update, prioritize, and close help desk tickets.
Manage user accounts, passwords, permissions, and access requests.
Assist with Windows, Microsoft 365, email, VPN, and network connectivity issues.
Document troubleshooting steps and resolutions in the knowledge base.
Escalate unresolved or complex technical problems to Tier 2/3 support.
Follow IT security, privacy, and organizational procedures.
Provide clear, professional customer service and keep users informed throughout the resolution process.
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