• Technical Assistance: Provide first-level support for hardware, software, and networking issues, responding to inquiries via phone, email, or in-person support.
• Issue Diagnosis: Diagnose technical issues by asking questions, understanding symptoms, and identifying the root cause to find effective solutions.
• Troubleshooting: Use troubleshooting techniques and tools to resolve user problems and recommend appropriate actions.
• System Maintenance: Assist in the installation, configuration, and maintenance of computer systems, applications, and peripheral devices (printers, scanners, etc.).
• Documentation: Document issues, solutions, and procedures to build a knowledge base for future troubleshooting and reporting.
• User Training: Provide guidance and training to end-users on best practices, new software, and tools to ensure efficient use of IT resources.
• Ticket Management: Track and manage incidents using a ticketing system, ensuring timely resolution, follow-up, and communication with end-users.
• Network Support: Support basic network troubleshooting, such as connectivity issues, Wi-Fi configuration, and VPN access.
• Inventory Management: Assist in maintaining an inventory of IT hardware, software licenses, and documentation.
• Security Compliance: Ensure systems and software are compliant with security policies, performing updates and patches as needed

Education: A degree or certification in Information Technology, Computer Science, or a related field is preferred.

Experience: Proven experience in a technical support or helpdesk role, ideally in an IT or corporate environment.

Skills:

• Strong troubleshooting and problem-solving skills.
• Familiarity with common operating systems (Windows, macOS, Linux) and office software (Microsoft Office, Google Workspace).
• Knowledge of basic networking concepts (TCP/IP, VPN, DNS).
• Proficiency with ticketing systems and remote support tools.
• Good interpersonal skills and a customer-focused approach.