Job description
The IT Support Technician is responsible for maintaining smooth computer operations to facilitate organizational tasks. Key duties include addressing user help requests through phone and work orders, documenting issues, and providing on-site support. The role requires troubleshooting hardware and software for both Apple and Windows systems, maintaining customer service standards, and managing service requests.
Essential Responsibilities:
Respond to and document user help requests.
Troubleshoot and maintain workstations and servers remotely.
Provide hands-on fix and support for software installation and upgrades.
Manage help desk tickets, document processes, and ensure resolutions.
Develop user help resources and knowledge base articles.
Knowledge & Experience:
Proficient in hardware assembly, software installation (Windows), antivirus technologies, and major office software.
Familiarity with ticketing systems like Jira/Confluence and ConnectWise.
Exceptional communication and interpersonal skills.
Personal Attributes:
Strong analytical and problem-solving skills.
Detail-oriented with a customer service focus.
Ability to prioritize tasks effectively in high-pressure situations.
