About the Role
This position is responsible for delivering efficient technical assistance, resolving service desk tickets, and maintaining reliable IT infrastructure performance through proactive monitoring and user support.
Responsibilities
- Respond promptly to user-reported technical issues
- Diagnose and resolve hardware and software problems
- Maintain accurate records of support cases
- Escalate complex issues to appropriate teams
- Provide guidance on standard IT procedures
- Support onboarding for new team members
- Assist with deployment of workstations and devices
- Monitor system alerts and service interruptions
- Follow documented troubleshooting workflows
- Communicate technical solutions clearly to non-technical users
- Ensure compliance with security protocols
- Update knowledge base articles regularly
- Perform routine system health checks
- Coordinate with network and systems teams
- Track resolution times and service metrics
- Assist in maintaining software licensing records
- Support password resets and access requests
- Verify backup system functionality
- Test patches before deployment
- Document root causes of recurring issues
- Participate in after-hours support rotations
- Adhere to change management policies
- Improve user satisfaction through timely responses
- Identify opportunities to automate support tasks
- Follow up on unresolved tickets
Nice to Have
- CompTIA A+ certification
- ITIL Foundation certification
- Experience with PowerShell scripting
- Familiarity with endpoint protection platforms
- Knowledge of cloud infrastructure services
- Experience supporting video conferencing tools
- Background in SaaS support environments
- Understanding of service level agreements
- Exposure to IT automation tools
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid remote
Team
Collaborative IT support team
Our Values
- We value transparency, continuous learning, and user-focused problem solving
- Team members are encouraged to suggest process improvements
- Ownership and accountability are central to our support culture
Growth Opportunities
- Technicians can advance to senior support or systems administration roles
- Internal training programs support professional development
- Opportunities to contribute to tooling and automation projects
Not specified
