Key Responsibilities:
- Provide first-level technical support to end-users via phone, email, and in-person interactions.
- Troubleshoot and resolve hardware and software issues across various devices, including desktops, laptops, printers, and mobile devices.
- Assist users with account management, login issues, and password resets.
- Install, configure, and maintain operating systems and applications.
- Document and track support requests in the ticketing system, ensuring timely resolution and follow-up.
- Collaborate with IT team members to escalate and resolve complex issues as needed.
- Educate users on best practices for utilizing IT resources and tools effectively.
- Conduct routine maintenance and inventory management of IT equipment.
- Maintain a positive user experience through effective communication and problem-solving skills.
- Engage in continuous training and professional development to stay updated with technology trends.
Qualifications:
- Post-secondary diploma or higher; Associate's or Bachelor's Degree in IT, Computer Science or related field preferred.
- Proven experience in a technical support role, ideally in desktop support.
- Basic English reading and communication skills