IT Support Professional

Key Responsibilities:

• Technical Support:

• Respond to user inquiries, diagnose and resolve hardware, software, and network problems, including desktops, laptops, printers, mobile devices, and other IT peripherals.

• Help Desk Support:

• Receive and respond to user help desk requests via phone, email, or ticketing systems. Prioritize and manage multiple issues, ensuring timely resolution and excellent customer service.

• System Installation & Configuration:

• Set up new computer systems, install operating systems, software applications, and hardware components. Ensure systems are properly configured and optimized.

• User Training & Guidance:

• Educate end-users on basic computer operations, software usage, and IT best practices. Provide guidance in using IT resources securely and efficiently.

• Network Troubleshooting:

• Troubleshoot LAN, WAN, and internet connectivity issues. Collaborate with network administrators and service providers to resolve complex network problems.

• Data Backup & Recovery:

• Perform regular data backups. Assist in data recovery during system failures or data loss incidents.

• IT Documentation:

• Maintain accurate records of support activities, ticket resolutions, troubleshooting steps, and contribute to IT policies and user manuals.

• System Maintenance & Upgrades:

• Assist in deploying software updates, system patches, and upgrades. Conduct system monitoring and preventive maintenance.

• Security & Antivirus Management:

• Implement security measures to protect systems and data. Update antivirus software and address known vulnerabilities.

• Team Collaboration:

• Work with system admins, network engineers, and developers to resolve complex technical issues and contribute to ongoing IT projects.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• Proven experience in providing technical support for hardware, software, and networks.
• Strong knowledge of desktop operating systems (Windows, macOS) and productivity tools.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Proficiency in configuring/supporting desktops, laptops, printers, and mobile devices.
• Excellent problem-solving, analytical, and multitasking skills.
• Strong customer service orientation and interpersonal skills.
• Good written and verbal communication skills.
• Ability to work both independently and in a collaborative team environment.
• Knowledge of

  ITIL best practices

  is a plus.
• Relevant certifications (e.g.,

  CompTIA A+, MCP, CCNA

  ) are advantageous.