Description

You will act as the primary point of contact for technical assistance, supporting users via phone, email, and chat.

Responsibilities

• Respond to service requests through phone, email, and ticketing systems to resolve or escalate technical issues.
• Log, categorize, and prioritize incidents within the ticketing system to ensure timely resolution.
• Troubleshoot hardware, software, operating systems, and network connectivity issues, including VPNs.
• Document troubleshooting steps and solutions to create knowledge articles and FAQs.
• Monitor IT systems and applications to ensure functionality and follow up on outstanding requests.

Required Skills

• 5+ years of experience in a technical support, service desk, or IT helpdesk role.
• Experience in a medium to large scale enterprise environment.
• Proficiency with ServiceNow or similar ticketing systems.
• Hands-on experience with Active Directory Users and Computers.
• Working knowledge of Azure AD and cloud applications.
• Strong troubleshooting skills for Windows, macOS, and Linux operating systems.
• Experience with Microsoft Office 365 and mobile device management (MDM) solutions.
• Ability to explain technical concepts to non-technical users.
• Experience using remote troubleshooting tools.

Preferred Skills

• Bachelor’s degree in Computer Science.
• ITIL Foundation, CompTIA A+, or Network+ certifications.

Key Skills

Education

Bachelor’s degree in Computer Science