Description: Duties>
Provide comprehensive technical support to end-users for hardware, software, and network issues via help desk platforms such as ServiceNow or Jira
Troubleshoot and resolve software problems across operating systems including Windows, macOS, and Linux, ensuring minimal downtime
Manage computer hardware assets, including desktops, laptops, mobile devices, and peripherals, ensuring proper setup and maintenance
Configure and maintain computer networks such as LAN (Local Area Network), WAN (Wide Area Network), VPNs (Virtual Private Networks), firewalls, DNS (Domain Name System), and TCP/IP protocols
Support IT infrastructure components like Microsoft Windows Server environments, Active Directory, GPO (Group Policy Objects), SCCM (System Center Configuration Manager), BMC Remedy, and network administration tools like Meraki and Cisco switches
Assist in deploying updates and patches using tools such as SCCM; monitor system health; perform backups and recovery procedures
Collaborate with team members to analyze issues using analysis skills; escalate complex problems when necessary; document solutions clearly for future reference
<Experience>
Proven experience providing IT support in a fast-paced environment with a focus on desktop support and customer service excellence
Strong knowledge of operating systems including Windows (especially Windows Server), macOS, and Linux environments
Hands-on experience with computer networking concepts such as LAN/WAN configuration, TCP/IP troubleshooting, DNS management, VPN setup, firewall configuration, and network security best practices
Familiarity with IT support tools like ServiceNow, Jira, SCCM, GPO management, Active Directory administration, BMC Remedy or similar ticketing systems
Ability to troubleshoot hardware components including motherboards, hard drives, RAM modules; familiarity with mobile device management is a plus
Excellent communication skills to effectively assist users at all levels; strong analysis skills to diagnose issues quickly and accurately.
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