Responsibilities:
• Provide expert technical support and troubleshooting assistance to end-users, addressing hardware, software, and network-related issues promptly and effectively to minimize downtime and ensure optimal productivity.
• Install, configure, and maintain computer systems, software applications, and peripheral devices, ensuring compatibility, functionality, and security in accordance with organizational policies and industry best practices.
• Respond to help desk tickets, service requests, and user inquiries in a timely manner, utilizing IT service management (ITSM) tools to prioritize tasks, assign resources, and track resolution progress to meet service level agreements (SLAs) and user expectations.
• Utilize diagnostic tools, knowledge bases, and technical documentation to identify and resolve complex technical problems, employing systematic troubleshooting methodologies and collaborating with internal teams or external vendors as needed to implement effective solutions.
• Document support activities, solutions, and resolutions accurately and comprehensively, maintaining detailed records in ITSM systems or knowledge bases to facilitate knowledge sharing, trend analysis, and continuous improvement of support processes and procedures.
• Assist with IT projects and initiatives, such as system upgrades, migrations, or deployments, contributing technical expertise, participating in planning and implementation activities, and providing post-implementation support and training as required.
• Stay abreast of technology trends, emerging tools, and best practices in IT support and service delivery, pursuing professional development opportunities and certifications to enhance skills and knowledge in alignment with industry standards and organizational needs.
Requirements:
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven track record of success in IT support or a related role, with demonstrated proficiency in diagnosing and resolving hardware, software, and network issues in a diverse computing environment.
• Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical problems systematically, identify root causes, and implement effective solutions in a fast-paced, dynamic environment.
Skills:
• Technical Support: Providing expert technical assistance to end-users for hardware, software, and network issues, utilizing a customer-focused approach to deliver timely and effective solutions.
• Troubleshooting: Employing systematic methodologies and diagnostic tools to identify, analyze, and resolve technical problems efficiently and accurately.
• Documentation: Maintaining comprehensive records of support activities, solutions, and resolutions, ensuring accuracy, completeness, and accessibility for knowledge sharing and reference.
Preferred:
• Certification in IT support (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) or relevant vendor-specific certifications.
• Experience with IT service management (ITSM) tools such as ServiceNow, Jira Service Desk, or Zendesk, for ticket management, incident tracking, and service delivery optimization.
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