IT Support (225-1017)

The IT Support role is a crucial part of any organization, responsible for ensuring that the company's technology infrastructure functions smoothly and efficiently. The role involves diagnosing and resolving hardware and software queries and issues, helping maintain and configuring computer systems, and ensuring user satisfaction and productivity. IT Support professionals are the first point of contact for all technical inquiries and are responsible for providing expert guidance and troubleshooting to minimize downtime and ensure seamless IT operations. They work closely with all departments, understand their specific technology needs, and provide tailored support. This position may require working on-site or remotely, depending on the organization's requirements, and may involve handling emergency situations to keep systems running 24/7.

Responsibilities

• Provide timely and effective technical support to end-users for hardware issues.
• Diagnose and troubleshoot software difficulties, ensuring uninterrupted access and functionality.
• Install and configure computer hardware, operating systems, and applications as required.
• Monitor and maintain computer systems and networks to ensure continuous operation.
• Respond to service issues and requests within the set SLAs, maintaining high service standards.
• Set up new user accounts and profiles and deal with password issues efficiently.
• Support the rollout of new applications by providing necessary configurations and assistance.
• Ensure security and privacy of networks and computer systems are maintained diligently.
• Maintain records of software licenses and ensure they are up to date.
• Conduct electrical safety checks on hardware equipment and report any issues.
• Collaborate with IT staff and vendors to resolve complex technical issues.
• Stay updated with the latest technologies and suggest improvements proactively.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Proven experience in a technical support role, assisting users in a corporate setting.
• Strong knowledge of Windows and Mac operating systems and troubleshooting techniques.
• Excellent communication skills to effectively interact with non-technical staff.
• Ability to perform independently and manage time efficiently in a dynamic environment.
• Relevant certification such as CompTIA A+, Network+, or similar is preferred.
• Familiarity with remote desktop applications and help desk software is beneficial.