Job Description
- Provide first-line response to users requiring assistance with information technology issues and problems.
- Respond to requests for technical assistance by phone, email, chat, or in person.
- Track issues to resolution, update the internal knowledge base, and/or communicate learnings to relevant business units.
- Troubleshoot software and hardware issues on various devices, including desktops, laptops, tablets, and smartphones.
- Escalate more complex issues to the appropriate IT Support team members.
- Assist with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.
- Work within established guidelines and procedures to ensure consistent service levels.
Requirements
- Strong problem-solving and communication skills.
- Basic understanding of computer systems, mobile devices, and other tech products.
- Familiarity with remote desktop applications and help desk software.
- Patience and the ability to work under pressure.
- High school diploma or equivalent; a college degree in IT, Computer Science, or a relevant field is a plus.
- Relevant certifications (e.g., CompTIA A+) are advantageous.
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