Help Desk

Overview

• Provide Tier 2 technical assistance to resolve user issues via phone, email, and in-person interactions.
• Manage and maintain desktop systems, including Windows and macOS environments, ensuring optimal performance.
• Perform regular system backups, updates, and preventive maintenance to safeguard IT system integrity.
• Diagnose and resolve hardware/software issues, including network connectivity problems, with efficiency.
• Collaborate with executives to ensure seamless technology integration in home and office environments.
• Document solutions, maintain inventories, and contribute to a technical knowledge base for future reference.
• Roll out updates and patches, testing them on non-critical systems to minimize disruptions.
• Participate in IT projects and initiatives, contributing technical expertise and innovative solutions.

Key Responsibilities & Duties

• Respond to and review support requests, ensuring timely and effective resolutions.
• Install, configure, and manage desktop systems, maintaining system integrity and performance.
• Perform preventive maintenance on organizational PC equipment to ensure reliability.
• Diagnose and resolve technical issues, including hardware, software, and network connectivity.
• Provide 'white glove' support to senior executives, ensuring seamless technology operations.
• Document solutions and maintain technical inventories for efficient issue resolution.
• Collaborate on IT projects, contributing technical expertise and innovative solutions.
• Apply updates and patches, testing them to ensure minimal disruptions before deployment.

Job Requirements

• Bachelor’s degree in Information Technology or a related field; Master’s degree preferred.
• Minimum of 3 years of experience in IT support; 5 years preferred.
• Proven experience providing technical support to senior executives in home and office environments.
• Strong knowledge of Windows operating systems and proficiency in troubleshooting hardware/software issues.
• Familiarity with remote support tools and Active Directory; certifications like CompTIA A+ or Network+ preferred.
• Excellent communication and customer service skills, with a proactive approach to problem-solving.
• Ability to work independently and collaboratively in a fast-paced environment.
• Commitment to continuous learning and adaptability to evolving IT landscapes.