Job
Description
Advanced Frontline IT Support: Provide expert-level support for a wide range of hardware, software, and network-related issues, including complex troubleshooting and root cause analysis. Serve as a point of escalation for Tier I and Tier II support, handling challenging and time-sensitive issues. Offer remote and on-site support to end-users, ensuring timely and effective resolution of technical problems. Proactively identify and address potential IT issues before they impact end-users. Technical Diagnosis and Resolution: Utilize advanced diagnostic tools and techniques to identify and resolve complex technical problems. Escalate unresolved issues to higher-level support or vendor support, providing detailed documentation and analysis. Develop and implement effective troubleshooting procedures and knowledge base articles. Conduct post-resolution reviews to ensure problem recurrence is prevented. IT Equipment Management: Install, configure, and maintain a variety of IT equipment, including workstations, laptops, printers, and mobile devices. Perform hardware and software upgrades, ensuring compatibility and optimal performance. Manage and maintain IT peripheral devices, workstations, laptops and mobile devices. Software Deployment and Security: Assist in deploying of software, updates, and security patching. Ensure compliance with security policies and procedures, including antivirus, anti-malware, and data encryption. Maintain inventory of software and hardware asset management. Assist in the testing of new hardware before enterprise wide deployment. Documentation and Knowledge Management: Create and maintain detailed documentation of IT issues, resolutions, and standard operating procedures (SOPs). Contribute to the development and maintenance of a comprehensive knowledge base for end-users and IT staff. Create training documents for IT staff and end users. User Support and Training: Provide expert-level support and training to end-users on the use of enterprise IT tools and applications. Assist users with onboarding and offboarding processes, ensuring seamless access to IT resources. Conduct user training sessions on new technologies and best practices. Create and maintain good working relationships with all users. Asset Management and Inventory: Maintain accurate and up-to-date IT asset inventory, tracking equipment usage and lifecycle. Manage software and hardware licensing, ensuring compliance and cost-effectiveness. Conduct regular audits of IT assets and inventory. Decommission old equipment, and follow proper disposal procedures. What you will bring Education: Associate s or Bachelor s degree in Information Technology, Computer Science, or a related field (or equivalent experience). Relevant industry certifications (e.g., Relevant Microsoft Certification macOS etc.) are highly desirable. Experience: Minimum of 6 - 8+ years of progressive experience in IT support or helpdesk roles, with a focus on advanced troubleshooting and problem-solving. Demonstrated experience in a fast-paced, high-volume IT support environment. Technical Skills: Expert knowledge of Windows and macOS operating systems, including advanced troubleshooting and configuration. Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN. Proficiency in troubleshooting desktop, Laptop (Windows macOS) mobile, and peripheral devices. Experience with remote support tools, ticketing systems (e.g., ServiceNow, Jira Service), and IT service management (ITSM) frameworks. Experience with scripting languages (PowerShell, Bash) is a plus. Experience with cloud based applications (O365, etc) is a plus. Soft Skills: Exceptional customer service and communication skills, both written and verbal. Strong problem-solving and analytical skills, with the ability to think critically and creatively. Ability to work independently and as part of a team, with a strong sense of ownership and accountability. Excellent organizational and time management skills, with the ability to prioritize and manage multiple tasks. Ability to adapt to changing technologies and business needs.
