Description

The IT Technical Support role is responsible for providing technical assistance to users within an organization, troubleshooting and resolving hardware, software, and network issues, and ensuring that IT systems function smoothly. The ideal candidate will possess strong problem-solving skills, customer service experience, and a deep understanding of technology infrastructure and systems.

Key Responsibilities:
Technical Support: Provide first-line technical support to end-users by troubleshooting hardware, software, and network-related issues. Resolve problems either remotely, by phone, or in person.

Incident Management: Log, prioritize, and manage service requests and incidents. Ensure that issues are tracked and resolved within a specified timeframe according to service level agreements (SLAs).

System Installation & Configuration: Assist with the installation, configuration, and setup of new hardware and software systems. Ensure that systems are properly configured for optimal performance.

Network Support: Help troubleshoot and resolve network issues, including internet connectivity, printer problems, email access, and VPN or remote connection issues.

User Account Management: Manage user accounts, permissions, and passwords for various applications, systems, and networks. Assist with account setup and configuration.

Software & Hardware Maintenance: Monitor and maintain computer systems, network devices, and peripheral equipment (e.g., printers, scanners). Perform regular updates and software patches to ensure systems are secure and up to date.

Documentation: Maintain detailed records of service requests, troubleshooting steps, and resolutions. Create and update user guides, troubleshooting procedures, and knowledge base articles.

Training & Support: Provide training to end-users on software tools, IT best practices, and basic troubleshooting techniques. Offer guidance and support to employees who may be less familiar with IT systems.

Collaboration: Work closely with other IT staff and departments to ensure the smooth functioning of the IT infrastructure. Assist with larger IT projects or system upgrades as needed.

Backup & Recovery: Assist in the creation and management of system backups. Ensure that data recovery procedures are followed in the event of data loss or system failure.

Compliance & Security: Ensure adherence to company security policies and procedures. Assist in ensuring systems are secure from threats, including viruses, malware, and unauthorized access.

Other Tasks: Perform any other duties or projects as assigned by the IT Manager or supervisor.

Required Skills & Qualifications:
Education: A high school diploma or equivalent; associate degree or certification in information technology, computer science, or a related field is preferred.

Experience: At least 1-2 years of experience in IT support, help desk, or technical support roles. Experience with troubleshooting software, hardware, and network systems is a plus.

Technical Skills:

Strong knowledge of operating systems (Windows, macOS, Linux).
Familiarity with network configurations, VPNs, firewalls, and other networking concepts.
Experience with various software programs, including Microsoft Office, email clients, and collaboration tools.
Understanding of hardware components, including PCs, printers, and peripheral devices.
Problem-Solving: Strong troubleshooting and analytical skills to resolve technical issues efficiently and effectively.

Communication Skills: Ability to communicate technical information to non-technical users clearly and professionally, both verbally and in writing.

Customer Service: Strong customer service skills with a patient and helpful attitude toward users.

Attention to Detail: Detail-oriented with a focus on accuracy and thoroughness when diagnosing and resolving technical issues.

Teamwork: Ability to work well in a team environment and collaborate with other IT staff members.