Key Responsibilities:

Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing system.

Diagnose and resolve technical hardware and software issues.

Escalate unresolved issues to the next level of support.

Log all incidents and requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, Zendesk).

Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.

Provide support for common software and applications (e.g., Microsoft 365, Zoom, VPN, etc.).

Assist with onboarding/offboarding activities including account provisioning and hardware setup.

Follow standard procedures and document resolutions in the knowledge base.

Ensure SLAs and response time targets are met.

Participate in IT projects and continuous improvement initiatives.

Required Qualifications:

Associate's or Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).

1-3 years of experience in an IT support or help desk environment.

Strong knowledge of Windows and/or macOS operating systems.

Familiarity with Active Directory, Microsoft 365, and remote support tools.

Excellent problem-solving and multitasking abilities.

Strong written and verbal communication skills.

Customer-service oriented with a positive attitude.

Preferred Qualifications:

Experience with ITIL framework and best practices.

Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.

Familiarity with mobile device management (MDM) tools.

Exposure to cloud platforms (Azure, AWS) is a plus.