About the Role
This role involves delivering frontline technical assistance, diagnosing and resolving technology issues, and maintaining clear communication with users to ensure high satisfaction and minimal downtime.
Responsibilities
- Respond to user inquiries regarding technical problems
- Diagnose and resolve hardware and software malfunctions
- Support network connectivity and peripheral devices
- Document incidents and track resolution progress
- Escalate complex issues to appropriate teams
- Maintain accurate records of support tickets
- Assist with onboarding new users
- Provide guidance on standard operating procedures
- Install and configure workstations and laptops
- Troubleshoot email and collaboration tools
- Support remote access solutions
- Update knowledge base articles
- Monitor system alerts and respond promptly
- Perform routine system checks
- Assist with software deployment
- Ensure compliance with security policies
- Guide users through step-by-step solutions
- Maintain inventory of IT assets
- Coordinate with vendors for repairs
- Follow change management protocols
- Support mobile device configurations
- Assist with printer and scanner issues
- Educate users on best practices
- Respond to after-hours incidents as needed
- Participate in team meetings and training
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid
Team
Collaborative team environment with IT and support staff
On-Call Expectations
- Occasional after-hours support may be required for critical outages
- Rotational on-call schedule applies to all team members
Growth Opportunities
- Pathways for advancement into senior support or systems administration roles
- Access to training programs and certification reimbursement
Available for qualified candidates
