Technical Support: Provide prompt and courteous technical assistance to end-users via phone, email, or in person. Troubleshoot and resolve hardware, software, and network-related issues by diagnosing problems, researching solutions, and guiding users through appropriate steps.
Issue Escalation: Identify and escalate complex technical issues to higher-level support personnel or appropriate teams when necessary. Collaborate with other IT professionals to ensure timely resolution and minimize disruptions to end-users.
Incident Management: Log and track all support requests using a ticketing system, ensuring accurate and up-to-date documentation of incidents, actions taken, and resolutions provided. Maintain a comprehensive knowledge base and update it with new troubleshooting steps and solutions.
User Training and Guidance: Assist users in navigating software applications, operating systems, and other IT systems. Provide basic training and guidance on common tasks, best practices, and usage of standard software and hardware tools.
Hardware and Software Setup: Assist with the installation, configuration, and maintenance of computer hardware, peripherals, and software applications. Collaborate with IT teams to ensure proper setup and functionality of equipment and software for end-users.
Password and Account Management: Handle user account requests, password resets, and access permissions following established security protocols. Assist users in managing their accounts and ensure compliance with security policies.
Remote Support: Utilize remote access tools to provide assistance and troubleshooting to users in remote locations. Effectively communicate technical instructions to remote users to resolve issues efficiently.
Documentation and Knowledge Sharing: Contribute to the creation and maintenance of technical documentation, including FAQs, troubleshooting guides, and user manuals. Share knowledge and provide training to colleagues and end-users to promote self-help and minimize recurring issues.
IT Asset Management: Assist in inventory management by tracking IT assets, including computers, peripherals, and software licenses. Coordinate with procurement and IT teams to ensure accurate asset records and timely equipment replacements.
Continuous Learning and Skill Development: Stay updated with the latest technologies, IT trends, and best practices through self-study, training sessions, and certifications. Maintain a proactive approach to expanding technical knowledge and enhancing problem-solving skills.
