Key responsibilities
User support:
Responding to user tickets and requests for assistance with hardware, software, and network problems, both remotely and in person.
Installation and configuration:
Setting up new hardware, installing operating systems, and deploying software for new and existing employees.
Troubleshooting:
Diagnosing and resolving technical issues by investigating error messages, analyzing system logs, and testing solutions.
Maintenance and upgrades:
Performing routine maintenance, upgrading hardware components (like memory or network cards), and updating operating systems and software applications.
System monitoring:
Monitoring the performance of the desktop infrastructure and providing feedback for improvements.
Documentation:
Recording and documenting technical issues and resolutions.
Escalation:
Escalating complex or unresolved issues to specialized teams when necessary.
Required skills and knowledge
Strong problem-solving and analytical skills.
Proficiency with operating systems like Windows and macOS, as well as common software applications.
Knowledge of hardware, software deployment, and patch management.
Experience with network concepts, including Active Directory, DNS, and DHCP.
Excellent customer service and communication skills.
Ability to work both independently and as part of a team.