Responsibilities:
- Provide first-line support for IT issues reported by office and remote users via our cloud-based ticket system.
- Perform remote troubleshooting by asking diagnostic questions to identify and resolve technical issues promptly.
- Triage and prioritize help desk tickets, responding to inquiries, and escalating tickets as necessary.
- Follow up and update tickets to ensure a seamless support experience for our users.
- Handle tickets related to issues, errors, new hire setup, and equipment deployment.
- Deliver on-site and remote support via phone or remote sessions, ensuring efficient problem resolution.
- Collaborate with the IT Department to analyze and resolve technical application problems, suggesting solutions to adapt to changing needs.
- Conduct post-resolution follow-ups and thoroughly document the resolution process.
- Work with the team to provide technical assistance and support related to computer systems, hardware, and software.
- Assist with the onboarding and offboarding of all corporate employees, ensuring a smooth transition for their IT needs.
- Perform other related duties as assigned to contribute to the overall success of the IT team.
Preferred Skills:
- Experience in a customer service or technical support role.
- Familiarity with remote troubleshooting and diagnostic techniques.
- Knowledge of Windows and macOS operating systems.
- Understanding of basic networking concepts.