IT Technical Support

Works as a member of the Service Desk team. This position provides the necessary expertise in Windows 10/11 and MAC OS in addition to basic knowledge in networking and business solutions. Provide support to staff on all company supported applications. Troubleshoot computer problems and determine source and advise on appropriate action.

• Respond to requests for technical assistance in person, via phone, electronically.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise user on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Redirect problems to appropriate resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions
• Prepare activity reports.
• Stay current with system information, changes and updates.
• Install and configure a workstation, operating system, and computer applications to the end-user.
• First-line responder to users with unknown issues, inquiries, and assistance requests thru IT Helpdesk (Servicedesk), calls, e-mails, and chat messages.
• Diagnose, troubleshoot, and resolve issues by following ITIL (Information Technology Infrastructure Library) standard procedures while adhering to company standards (ISO 9001:2015).
• Maintain procedural documents, records, and knowledge base articles.
• Conduct induction of new employee to IT Process, available IT services, and IT Helpdesk functions.
• key person in the IT Support team that tracks team performance, transfer of knowledge, team adviser, and maintain collaboration with other IT Team (Business Application and Infrastructure).
• Creation of IT Policies and procedures that have been approved by company standards (ISO 9001:2015).