Responsibilities:

  • Provide first level support for hardware, software, system and operating systems for all users in the office or at home
  • Set up, prepare, update and repair laptops and desktops
  • Support users on Windows 10/11 suite of products
  • Responsible for technical support of daily professional printing and document workflow
  • Install, troubleshoot, and repair computer systems, hardware, and computer peripherals

Skills overview:

  • Desktop and laptop repair/upgrades
  • Responding to in person, telephone, and email for technical support
  • Documenting, tracking, and monitoring issues using applicable systems and tools.
  • Coordinates with other specialists to resolve issues as required
  • Improving current systems and processes to be more efficient and effective
  • Escalating and managing issues to vendors and internal experts
  • Developing system and training documentation and materials for staff

Skills and Experience:

  • IT support related degree or certifications, or equivalent on-the-job experience
  • Strong customer service focus
  • Proactive, confident, quick learner, patient and personable Excellent phone communication skills
  • Works with a sense of urgency
  • Demonstrates attentive listening

Proficiency supporting the following software and technologies, remotely and onsite:

  • Windows 10/11 & server technologies o Microsoft office, windows, MAC, and Linux (abstract)
  • Network and desktop printer troubleshooting
  • Desktop hardware and peripherals support