Job Description

This role is responsible for providing first-level technical support to internal users, addressing technical issues, and ensuring smooth IT operations. The position requires strong technical skills, effective communication, and a focus on delivering excellent customer service. Additional responsibilities include supporting specialized systems and technology to ensure functionality and efficiency.

Key Responsibilities:

• Provide first-level technical support through various communication channels.
• Diagnose and resolve hardware, software, and network issues.
• Track, prioritize, and resolve support requests using a ticketing system.
• Set up and configure hardware and software for end-users.
• Maintain accurate records of technical issues and resolutions.
• Assist end-users with technical problems using remote tools or in-person support.
• Respond to IT emergencies to minimize downtime.
• Develop and update technical documentation and knowledge resources.
• Collaborate with other teams to address complex technical issues.
• Offer training and support to users on IT systems and tools.
• Support the maintenance and troubleshooting of specialized systems and equipment.

Qualifications:

• Education or experience in Information Technology or a related field.
• Previous experience in a technical support role.
• Proficiency in diagnosing and resolving technical issues.
• Familiarity with common operating systems, hardware, and software.
• Strong problem-solving and analytical skills.
• Effective communication and interpersonal abilities.
• Customer-focused approach with a commitment to quality service.
• Ability to manage multiple priorities and adapt to changing needs.

Preferred Qualifications:

• Experience with IT service management tools or ticketing systems.
• Certifications such as CompTIA A+ or ITIL.
• Basic knowledge of networking concepts.
• Experience supporting specialized systems or tools.

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