Provide first-level technical support to end-users via phone, email, or in-person, ensuring timely resolution of issues.Troubleshoot and resolve basic hardware and software problems related to desktops, laptops, printers, and other peripherals.Assist users with password resets, account unlocks, and access to applications.Log all incidents and service requests into the ticketing system, ensuring accurate documentation of issues and solutions.Escalate unresolved issues to Tier II or III support as necessary, providing detailed information and steps taken.Maintain knowledge of company systems, software, and network infrastructure to provide accurate support.Educate users on best practices for IT security, software usage, and basic troubleshooting.Monitor system alerts and follow standard operating procedures for issue resolution.Assist in the setup and configuration of new user accounts and equipment.Participate in training sessions to enhance technical skills and knowledge of new technologies.
1-4 years
Certification in CompTIA A+ or similar is advantageous but not required.
High school diploma or equivalent required; Associate's degree in Information Technology or a related field preferred.Previous experience in a customer service or help desk role is preferred.Basic understanding of computer systems, networks, and common software applications.Strong problem-solving skills with a focus on customer satisfaction.Excellent verbal and written communication skills.Ability to work effectively in a team environment and manage time efficiently.Familiarity with ticketing systems and remote desktop tools is a plus.Providng support for software and internet tech by phone and call center experience required.
High School
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