Desktop Support Technician

Requirements

• Provide first-level technical support via phone, email, and ticketing system.
• Troubleshoot and resolve issues related to infrastructure, including but not limited to servers, desktops, laptops, printers, mobile devices, and peripherals.
• Assist with software installations, updates, troubleshooting, and configurations.
• Manage user accounts, permissions, and password resets in Active Directory and other systems.
• Track and monitor problems to ensure timely resolution in line with our SLA’s
• Escalate complex issues to Tier 2/3 support or vendors as needed.
• Document all support requests and resolutions in the helpdesk system.
• Provide professional and quality technical support and customer service in person, on the phone, and via the ticketing system.
• Maintain communication with users during the problem resolution process (minimum of daily updates required)
• Create and maintain knowledge base articles for common issues and solutions.
• Support onboarding and offboarding processes for employees.
• Track and manage inventory of end-user equipment.
• Ensure compliance with IT security policies and procedures.
• Other tasks as assigned.