IT Support I

General Purpose

Answer incoming calls, gather information to create support tickets in our ticketing system, escalate tickets to support teams, troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools.

Essential Duties


* Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance during After Hour times.


* Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions.


* Install, and update software applications, and hardware peripherals.


* Troubleshoot network connectivity issues, assisting with VPN access, Wi-Fi problems, and basic network-related inquiries.


* Educate end-users on best practices and self-help procedures, helping them resolve common IT problems independently.


* Escalate complex or unresolved issues to dedicated support teams, ensuring timely and accurate handoff.


* Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures.


* Collaborate with other IT support staff to identify recurring issues and propose solutions for continuous improvement.

Qualification

Education and/or Experience


* High school diploma or equivalent; a relevant IT certification or degree is a plus.


* Proven experience in a customer-facing technical support role or relevant internship experience.


* Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace).


* Basic knowledge of computer hardware components, printers, and mobile devices.


* Excellent communication and customer service skills, with a patient and empathetic approach to problem-solving.


* Ability to work independently and collaboratively in a fast-paced environment.
A strong commitment to maintaining confidentiality and data security.

Certificates, Licenses, Registrations

CompTIA A+ or similar preferred

Additional Information

Note : Nothing in this job specification restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Critical features of this job are described under various headings above.

They may be subject to change at any time due to reasonable accommodation or other reasons.

The above statements are strictly intended to describe the general nature and level of the work being performed.

They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.