Serving as the first point of contact for staff seeking technical assistance or information over the phone or email or chat.
Frequently check the ticketing system for incoming service desk requests. Monitor and respond quickly to incoming requests related to IT issues.
Performing troubleshooting through diagnostic techniques and pertinent questions and determining the best solution based on the issue and details provided by the user.
Resolving problems with network and other computer systems and act as support if any system goes down.
Responsible for PC’s, Printers, Servers, and other IT related equipment (monitor, keyboard, mouse, hard drive, Access points, etc).
Maintain user PCs, including upgrades and configuration as needed.
Assist with IT-related on-boarding of new users.
Keep an inventory of all equipment, software, and license users.
Install, configure, and upgrade PC software.
Training staff members on IT software and systems when required.
Escalate all advanced issues to senior-level technicians, IT Management, vendors.
Contact outside vendors to supply the company with the required items
Backup data and reset workstation/laptop and check for the latest updates.
Creating PR for IT hardware/software. Follow-up with vendors and procurement dept. to expedite pending PR’s or solve any issues in them.
