Job Summary: We are looking for a dedicated End User Support Technician to join our team. This role is essential in delivering high-quality technical support and troubleshooting assistance to our end users. As a key player, you will ensure the seamless operation of desktop systems, promptly address hardware and software issues, and provide outstanding customer service to empower users to work effectively.
Key Responsibilities: - Deliver daily technical support to end users, efficiently troubleshooting hardware, software, and networking challenges.
- Install, configure, and maintain desktop computers, laptops, printers, and essential peripherals.
- Address support requests via phone, email, and in-person, ensuring quick and effective resolution of reported issues.
- Carry out software installations, updates, and upgrades, adhering to company policies and standards.
- Troubleshoot and resolve network connectivity issues, printer problems, and other device-related concerns.
- Set up and customize new workstations, guaranteeing users have access to necessary resources.
- Manage user accounts, including active directory administration and password resets.
- Document and track support requests and their resolutions in a service management tool.
- Assist in configuring multimedia equipment for meetings, training sessions, or presentations.
- Collaborate with the IT team to ensure the effective delivery of IT support services across the organization.
- Participate in the implementation of IT projects and initiatives, including hardware upgrades, system migrations, and security enhancements.
- Follow IT policies and procedures and contribute to their ongoing improvement.
Qualifications: - Proven experience in a Desktop Support role or similar IT support position.
- Strong knowledge of desktop operating systems, including Windows, macOS, and/or Linux.
- Experience with software installation and troubleshooting (including Microsoft Office and email clients).
- Familiarity with hardware components and peripheral devices (such as printers and scanners).
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Excellent problem-solving abilities and a knack for effectively diagnosing technical issues.
- Outstanding customer service skills with the capability to explain complex technical ideas to non-technical users.
- Able to work independently as well as collaborate within a team environment.
- Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are a plus.
Preferred Qualifications: - Experience with mobile device management (MDM) or administration of mobile devices.
- Knowledge of virtualization technologies (VMware, Hyper-V, etc.).
- Familiarity with remote desktop support tools and software.
Work Environment: - Standard office hours with potential for after-hours or weekend support as required.
On-site work arrangements as per company policy.