Provide first-line technical support to end users for desktop hardware, software, and networking issues.
Respond to IT service desk tickets, phone calls, and email inquiries, providing timely and efficient assistance.
Assist users with software installations, updates, and configuration.
Troubleshoot and resolve issues with desktops, laptops, printers, scanners, and other peripheral devices.
Set up, configure, and deploy new desktops, laptops, and mobile devices, including imaging and ensuring compliance with IT standards.
Ensure all desktop systems are properly configured with required software, security patches, and network connectivity.
Manage software installations and maintain license tracking for desktop applications.
Maintain clear, accurate, and up-to-date documentation of issues and resolutions, and contribute troubleshooting guides and FAQs to the internal knowledge base.
Create and maintain inventory records for desktop equipment, including serial numbers, software licenses, and warranties.
Deliver friendly, professional customer service while managing user expectations and explaining technical solutions in clear, easy to understand terms.
Collaborate with the IT team and other departments to identify and resolve recurring support issues.
Escalate unresolved or complex issues to senior IT staff or specialized teams.
Perform other duties as assigned by the supervisor.

High School Diploma or GED required.
Proven experience in desktop support, help desk, or technical support roles, with a strong focus on end-user support.
Experience supporting standard desktop hardware and office productivity software.
Preferred: Associate degree in Information Technology.
Preferred: Certifications such as CompTIA A+, CompTIA Network+, or Microsoft certifications.

TYM

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