Technical Support & Troubleshooting

Provide Tier 1 and Tier 2 technical support for computers, mobile devices, printers, and applications
Respond to IT help desk tickets in a timely and professional manner, ensuring prompt resolution
Diagnose and resolve issues related to hardware, operating systems, network connectivity, and software applications
Escalate complex technical issues to the IT Systems Administrator or IT Manager as appropriate
Maintain accurate records of support requests, resolutions, and system changes

System Setup & Maintenance

Assist with new user setups, including computer configuration, system access, and software installation
Manage user accounts, passwords, and permissions in accordance with IT policies
Support system updates, antivirus deployments, and security patching
Maintain inventory of IT assets, including laptops, monitors, and mobile devices
Assist with deployment and maintenance of hardware and software at remote sites

Network & Application Support

Support end users in the use of business-critical applications
Monitor basic network connectivity and assist in troubleshooting outages
Provide support for telecommunication systems, printers, and wireless devices
Coordinate with external vendors or service providers to resolve connectivity or performance issues

Training & Documentation

Educate employees on technology use, IT policies, and security best practices
Maintain and update IT documentation, including system setup guides and troubleshoot procedures
Contribute to user-friendly “how-to” resources and training materials for common IT tasks

Security & Compliance

Enforce IT security policies and best practices in coordination with IT leadership
Support antivirus, malware protection, and endpoint security monitoring
Participate in regular reviews of system access, password management, and device compliance
Maintain confidentiality of company data and adhere to all IT security procedures
Other duties as assigned

Qualifications & Requirements

Associate or bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered
2-4 years of experience in IT support, help desk, or desktop services role
Strong working knowledge of Microsoft Windows, Office 365, and hardware troubleshooting
Experience with Active Directory, VPN, and remote desktop tools preferred
Excellent customer service and communication skills
Strong problem-solving and multitasking abilities with high attention to detail
Availability for after-hours support or on-call coverage on a rotating basis

Core Competencies

Customer Service: Delivers responsible and professional support to internal users
Technical Proficiency: Troubleshoots and resolves a variety of IT and system issues effectively
Communication: Explains technical information clearly and concisely to non-technical users
Problem Solving: Diagnoses issues methodically and recommends appropriate solutions
Collaboration: Works effectively within the IT team and across departments
Adaptability: Adjusts quickly to changing technologies, priorities, and business needs
Organization: Manages multiple support requests and tasks with attention to detail

Physical Demands & Work Environment

Regularly required to sit, stand, bend, and lift up to 20 lbs
Frequent use of computers, printers, phones, and IT equipment
Occasional travel required to company divisions for onsite support
Work is typically performed in a professional office environment with moderate noise levels and standard lighting