Technical Support

Key Responsibilities

• Provide first-line technical support for desktops, laptops, mobile devices, printers, and peripheral equipment.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, and application issues.
• Serve as the first point of contact for end-user technology issues and work closely with global IT teams to resolve incidents, fulfill service requests, and support a positive end-user experience.
• Perform front-line support for hardware, software, collaboration technologies, and workplace IT services.
• Escalate more complex issues to the appropriate support teams while maintaining ownership through resolution.

Required Qualifications

• A High School Diploma or equivalent required.
• One or more years of experience in desktop or end-user technical support preferred.
• Experience supporting Windows operating systems and Lenovo desktop and laptop hardware.
• Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and Office applications.
• Experience supporting printers, mobile devices, and common workplace technologies.
• Familiarity with ServiceNow or a similar IT Service Management platform.
• Basic understanding of networking concepts, VPN connectivity, and enterprise security practices.
• Strong troubleshooting, communication, and customer service skills.
• Ability to prioritize multiple tasks while meeting service level expectations.
• Ability to work independently and collaboratively within a team environment.

Preferred Qualifications

• An Associate or bachelor’s degree in information technology or a related field.
• Experience supporting Apple macOS and iOS devices.
• Experience with Microsoft Intune, SCCM, or endpoint management tools.
• ITIL Foundation certification or equivalent IT service management experience.
• Experience supporting conference room technology and hybrid meeting environments.