Key Responsibilities:
Respond to incoming support tickets, calls, and emails related to hardware, software, printers, and user access issues
Provide Desktop Support Services (DSS) for Windows and Mac operating systems, including installation, configuration, and basic troubleshooting
Assist in the setup, deployment, and maintenance of desktops, laptops, monitors, and peripherals
Troubleshoot and resolve basic network connectivity issues (LAN, Wi-Fi, DNS, DHCP)
Maintain and update user accounts, passwords, and permissions via Active Directory or equivalent systems
Document all support activities in the ticketing system and escalate unresolved issues to Level 2/3 teams as needed
Assist with onboarding and offboarding of employees, including equipment setup and access provisioning
Support video conferencing tools, VPNs, and remote access configurations
Follow IT policies, procedures, and best practices for support and documentation
Qualifications & Skills:
1+ years of experience in IT support, helpdesk, or similar role
Basic understanding of networking concepts (TCP/IP, routers, switches, firewalls)
Hands-on experience with desktop support in Windows and/or macOS environments
Familiarity with Active Directory, Office 365, and ticketing systems (e.g., Jira, ServiceNow, Zendesk)
Excellent communication and interpersonal skills
Strong problem-solving mindset and attention to detail
Relevant certifications (e.g., CompTIA A+, Network+, Microsoft MCP) are a plus
Job Type: Full-time