About this role
Role Overview
- 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.
Requirements
- 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.