Description

Key Responsibilities

• Provide onsite IT support for desktops, laptops, printers, scanners, peripherals, and mobile devices
• Support telephone systems, RSA tokens, VPN access, and Citrix connectivity
• Perform password resets and basic identity/access-related support
• Assist users with day-to-day IT issues to improve productivity and efficiency
• Monitor, update, and resolve tickets using GSEP and Ivanti LanDesk
• Handle L2-level incidents and service requests within defined SLAs
• Escalate unresolved or complex issues to the Onsite Lead or appropriate teams
• Ensure tickets are documented clearly with troubleshooting steps and resolution details
• Install, configure, and maintain desktop operating systems and enterprise applications
• Install and troubleshoot drivers for local and network printers and peripherals
• Support Microsoft Office, Outlook, browsers, and approved enterprise software
• Perform hardware troubleshooting and coordinate replacements when required
• Update user information in organizational systems as directed
• Support onboarding and offboarding activities (account setup, access changes, device readiness)
• Assist with user access updates for enterprise applications
• Support desktop-related IT projects, rollouts, and migrations
• Participate in planned maintenance and change activities
• Assist with site-level deployments and refresh activities
• Maintain accurate ticket updates and basic documentation
• Follow SOPs, runbooks, and standard support processes
• Work closely with onsite lead, remote teams, and other IT towers

Required Skills & Qualifications

• Strong experience in enterprise desktop and end-user IT support
• Hands-on knowledge of:
  • Windows OS and Microsoft Office
  • Citrix (connectivity support)
  • RSA tokens and VPN
  • Ivanti LanDesk
  • Apple iOS and Android devices
  • Printers, scanners, and peripherals
• Good troubleshooting and communication skills
• Ability to manage multiple tasks in a fast-paced environment
• Strong customer service mindset

Key Skills

Education

Any Gradute