Job Summary:
We are seeking a skilled and customer-focused Mid-Level Helpdesk Support Technician to join our IT team. The technician will provide technical support to end-users, troubleshoot hardware and software issues, and ensure efficient resolution of IT-related problems. This role involves handling both Tier 1 and Tier 2 support requests and assisting in the implementation of IT projects.
Key Responsibilities:
- Provide Helpdesk Support: Respond to and resolve user requests via phone, email, or ticketing system (such as ServiceNow), ensuring timely resolution of hardware, software, and network-related issues.
- Troubleshoot & Resolve Issues: Diagnose and troubleshoot computer hardware, software, and peripheral issues (e.g., printers, mobile devices, scanners), including issues with operating systems (Windows, macOS), office applications (Microsoft 365), and Azure Cloud.
- Account Management: Assist in user onboarding/offboarding processes, including creating and managing Active Directory accounts, setting up email accounts (Exchange/Office 365), and assigning permissions.
- Mobile Device Support: Provide support for mobile devices (iPhone/Android) including configuration and troubleshooting with Mobile Device Management (MDM) tools like Intune or MobileIron.
- Remote Support: Deliver remote troubleshooting using tools like ZOOM, Microsoft Teams, or other remote support applications.
- Hardware Setup: Perform installation, configuration, and maintenance of desktop/laptop hardware (e.g., Lenovo, Dell, HP) and peripherals.
- Software Installations & Updates: Assist in the deployment, installation, and updates of software across the company’s devices.
- Network Troubleshooting: Basic troubleshooting of LAN/WAN connectivity issues, including working with network printers and switches as needed.
- Documentation & Reporting: Document procedures and solutions in knowledge bases and provide reports on common issues and resolutions to help improve processes.
