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