Description

You provide first-level technical support for software, hardware, network connectivity, and IT systems, with a focus on the Microsoft Office environment.

This role is on-site.

Responsibilities

• Troubleshoot and resolve incidents via phone, email, or in-person, logging all actions in the helpdesk ticketing system.
• Diagnose technical problems, perform root cause analysis, and escalate issues when necessary.
• Handle user access requests, password resets, and permissions within IT systems while following security protocols.
• Assist with the installation, configuration, and maintenance of computers, software applications, and peripherals.
• Maintain detailed records of support requests and update user guides and knowledge base documentation.

Required Skills

• 5+ years of experience in a helpdesk or technical support role.
• Experience supporting Microsoft Office environment (including Office 365), Zoom, and Slack.
• Familiarity with Microsoft Windows environments and basic networking concepts.
• Experience with ticketing systems such as ServiceNow or JIRA.
• Strong analytical, problem-solving, and communication skills.
• Ability to work under pressure and maintain a professional demeanor.

Preferred Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Relevant certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator.

Key Skills

Education

Bachelor's degree