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