Description

Responsibilities

• Serve as a primary point of contact for IT support via phone, email, ticketing system, and in-person.
• Troubleshoot and resolve hardware, software, and network issues at both basic and advanced levels.
• Assist users with account access, password resets, MFA issues, and general identity-management tasks.
• Perform workstation setup, imaging, deployment, and peripheral configuration.
• Support enterprise applications and departmental systems, including specialized tools.
• Conduct root-cause analysis and implement long-term solutions for recurring problems.
• Document all interactions and technical procedures accurately in the ticketing system.
• Escalate issues appropriately and collaborate with system administrators, infrastructure teams, and vendors.
• Manage user accounts, security groups, file permissions, and access requests.
• Provide guidance, mentorship, and knowledge-sharing with support staff.
• Assist with system upgrades, patching, deployments, and lifecycle management of workstations.
• Educate users on IT policies, procedures, and best practices.

Qualifications

• Required
  • Bachelor's degree in IT or related field, or equivalent experience.
  • 6+ years of experience providing IT support, service desk operations, or system troubleshooting.
  • 6+ years of working knowledge of Windows OS, macOS, Microsoft 365, Active Directory, and basic networking.
  • 6+ years of experience supporting mobile devices (iOS and Android), including enterprise management profiles.
  • 6+ years proficient with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Excel, Word, etc.).
  • 6+ years ability to diagnose and resolve both basic and complex technical issues across multiple operating systems.
  • Familiarity with basic cybersecurity practices such as MFA, endpoint protection, and secure data handling.
  • Ability to follow ITIL best practices for incident, problem, and change management.
  • Strong communication, customer service, and problem-solving skills

Key Skills

Education

Bachelor's degree