Responsibilities
- Deliver initial and secondary technical assistance for desktops, laptops, mobile devices, and connected hardware.
- Diagnose and resolve problems involving Windows operating systems, macOS (if applicable), office productivity software, virtual private networks, network connections, and company-wide software platforms.
- Address user-reported incidents and service tickets using IT service management platforms within established service level agreements.
- Support employee onboarding and termination procedures, including device configuration and access rights setup.
- Set up, customize, and service end-user equipment such as computers, monitors, and docking stations.
- Handle software deployment, version updates, and adherence to licensing requirements.
- Assist with system imaging, rollout, and security patching using enterprise management tools like Intune, SCCM, or Autopilot.
- Support identity and access controls via cloud directory services such as Azure AD and Microsoft 365 platforms.
- Enforce endpoint protection policies including antivirus protection, data encryption, and compliance with security baselines.
- Provide assistance with collaboration platforms including Microsoft 365, Teams, Outlook, SharePoint, and OneDrive.
- Perform basic diagnostics on wired and wireless networks, VPN connections, and firewall access permissions.
- Support audiovisual systems, meeting room technology, and voice over IP telephony equipment.
- Keep detailed logs of technical issues, resolutions, and asset records in ITSM systems.
- Develop and maintain knowledge base entries for internal and user-facing support.
- Ensure adherence to organizational IT policies, security protocols, and operational procedures.
- Liaise with third-party vendors for equipment maintenance and warranty processing.
- Assist in managing the full lifecycle of IT assets and participate in inventory verification activities.
Work Arrangement
On-site
Other
- May require occasional support outside standard business hours during critical operations.
- Shift availability includes 8 AM to 5 PM.
- Shift availability includes 2 PM to 11 PM.
- Shift availability includes 5:30 PM to 2:30 AM (6–3 during daylight saving time).
