It Support

IT Support Overview

• The IT Support role offers an exciting opportunity to provide technical assistance and solutions within a dynamic and collaborative environment.
• Support end users through various communication channels, ensuring prompt and effective resolution of technical issues.
• Engage in hands-on hardware and software troubleshooting, installation, and configuration tasks.
• Collaborate with cross-functional teams to enhance IT services and maintain operational efficiency.
• Contribute to the development of knowledge base articles to streamline support processes.
• Participate in training and development opportunities to expand technical expertise.
• Work within a supportive and inclusive environment that values diversity and innovation.
• Leverage diagnostic tools and resources to aid in troubleshooting and problem resolution.
• Ensure adherence to organizational goals and objectives while delivering exceptional IT support services.

IT Support Key Responsibilities & Duties

• Field incoming IT requests from end users via phone, email, MS Teams, and Service Desk system.
• Provide deskside hardware and software support for assigned offices, ensuring timely resolutions.
• Handle escalations from Tier 1 support and manage complex technical issues effectively.
• Image, deploy, and install required hardware and software, ensuring proper functionality.
• Document end user information, problem details, and resolution steps comprehensively.
• Apply diagnostic utilities and access online resources to aid in troubleshooting.
• Perform hands-on fixes, including software installation, system configuration, and file backups.
• Develop knowledge base articles and provide post-resolution follow-ups to ensure user satisfaction.
• Support audio-visual and meeting setups, ensuring seamless technology integration.

IT Support Job Requirements

• Bachelor's degree in a relevant field and/or CompTIA+ certification required.
• Minimum of 5 years of experience in an IT support role; 7 years preferred.
• Proficiency in Office 365, Outlook Client, OWA, and mobility management tools like iOS and Intune.
• Strong knowledge of computer hardware, operating systems, and imaging tools.
• Exceptional written and oral communication skills with a focus on rapport-building and problem-solving.
• Ability to handle work pressure, prioritize tasks, and meet deadlines effectively.
• Team player with strong integrity and professionalism, capable of working independently.
• Self-starter with proven initiative and problem-solving capabilities.
• Experience with diagnostic utilities and application support in a professional setting.