Job Responsibilities:
•Providing front-line helpdesk support and troubleshooting, helping identify hardware problems, solve software issues.
•Explaining issues and solutions in plain language.
•Suggesting workarounds or alternatives.
•Onboarding new employees, ordering new & replacement equipment for existing employees.
•Setting up accounts.
•Work on various projects - for example: software & hardware audits, new software testing & deployment.
•When necessary, escalate incidents to other experts on the team for resolution.
•Compliance with corporate IT policies.
Job Requirement:
•Customer-oriented (both internal and external) and excellent communicator.
•8+ years IT support experience.
•Ability to respond quickly to troubleshoot, and resolve end user issues.
•Ability to work independently but also the ability and desire to work in a team environment.
•Understanding of LAN / WAN Infrastructures.
•Experience supporting Windows 10/11 machines in an Active Directory environment.
•Experience troubleshooting desktop applications such as Microsoft Office365, Okta, Anti-Virus, etc.
•Experience using ServiceNow to receive/respond to requests.
•Understanding of Information Security fundamentals - Phishing defense, passwords, VPN, etc.
•Oncall (after-hours) availability is required.