Provide first-level support and troubleshooting for hardware, software, and network-related issues.
Install, configure, and maintain desktops, laptops, printers, and other peripheral equipment.
Monitor and respond to support requests via ticketing systems, email, phone, or in-person.
Assist with software installation, updates, and licensing compliance.
Troubleshoot connectivity issues including LAN, WAN, VPN, and wireless networks.
Set up new user accounts and manage access rights in accordance with company policies.
Maintain IT asset inventory and document support procedures and technical guides.
Escalate complex issues to higher-level IT staff or external vendors when necessary.
Ensure the security and privacy of networks and computer systems.
Educate users on best practices for using technology and preventing cybersecurity threats.
Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).
2+ years of experience in IT support or a related technical role.
Strong knowledge of Windows and MacOS operating systems.
Proficient in Microsoft Office 365, Active Directory, and common enterprise applications.
Experience with network troubleshooting tools and techniques.
Familiarity with remote desktop applications and help desk software.
Excellent problem-solving, communication, and interpersonal skills.
Ability to work independently and prioritize multiple tasks effectively.
Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL.
Experience in supporting cloud-based platforms (e.g., Azure, Google Workspace).
Knowledge of cybersecurity best practices and data protection regulations.