IT Support Services I-Help Desk

Key Responsibilities

• Provide frontline IT support, responding to technical issues submitted through phone, email, and ticketing systems within agreed-upon SLAs.
• Diagnose and resolve hardware, software, and network issues on desktops, laptops, mobile devices, and printers.
• Install, configure, and update operating systems, software, and hardware for new and existing users.
• Manage client user accounts, including setting up new accounts, handling password resets, and managing permissions.
• Troubleshoot network issues, including Wi-Fi connectivity, VPN access, and network printer issues.
• Document solutions and troubleshooting steps for recurring issues and update the knowledge base for future reference.
• Maintain IT systems and networks to proactively identify potential issues and prevent disruptions.
• Collaborate with other IT team members and escalate complex issues to senior engineers as needed.
• Support IT projects such as system upgrades, software deployments, and network expansions.
• Ensure security measures are followed to protect the integrity of data and systems.
• Maintain compliance with all company policies and procedures.
• Answer phone calls and triage issues.

Key Qualifications

• +2 years experience with Microsoft Networks, firewall configuration, network configuration, workstation setup and installation, print management, integrating cloud technology, network and endpoint security, TCP/IP protocols, Active Directory and Group Policy management, Powershell, technical process and procedure documentation.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Excellent computer proficiency (MS Office - Word Excel and Outlook).
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out assignment to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• High School diploma or GED required. Associate degree preferred.
• Preferred Experience: Experience with ConnectWise. Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA), MS-900. Experience with cloud platforms like AWS, Azure, or Google Workspace. Knowledge of ITIL practices and IT service management.