IT - Technical Support 2

Requirement/Must Have:

• 6 12 years of IT support or technical support experience.
• Strong customer-facing support experience.
• Basic understanding of Windows troubleshooting.
• Ability to perform basic PC troubleshooting independently.
• Strong verbal and written communication skills.
• Ability to document issues accurately and clearly.
• Team-oriented mindset with willingness to learn and collaborate.
• Ability to work onsite in a hands-on support environment.

Experience:

• Experience providing first-level technical support through ticketing systems and in-person support desks.
• Experience assisting with device provisioning, refreshes, and replacements.
• Experience maintaining physical and virtual asset stockrooms.
• Experience supporting IT projects and operational tasks.
• Experience communicating status updates with internal clients.
• Experience prioritizing and closing support requests promptly.
• Experience working with Android and iOS devices.
• Experience writing process and technical documentation.

Responsibilities:

• Provide first-level triage and technical support to employees through tickets and in-person support.
• Troubleshoot hardware, software, and device-related issues.
• Analyze technician workflows and identify process improvement opportunities.
• Create and maintain supporting process documentation.
• Assist with IT system provisioning and device refresh activities.
• Maintain physical and virtual IT asset inventory and stockrooms.
• Support IT projects and operational goals.
• Set up devices and mobile accessories for end users.
• Communicate updates and resolutions to internal customers.
• Ensure support requests are prioritized and resolved within expected timelines.
• Follow company IT security and data privacy policies.
• Participate in training and knowledge-sharing sessions to improve technical skills.

Should Have:

• Familiarity with PowerShell or Command Line Interface (CLI).
• Familiarity with networking concepts such as DNS, LAN, and WAN.
• General understanding of MacOS.
• CompTIA A+ certification preferred.
• Strong patience and customer-focused attitude when assisting non-technical users.

Skills:

• Windows troubleshooting.
• IT helpdesk and desktop support.
• Ticket management.
• Device provisioning and deployment.
• Documentation and process writing.
• Android and iOS support.
• Customer service and communication.
• Basic networking concepts.
• Asset management.

Qualification and Education:

• Relevant IT experience required.
• CompTIA A+ certification preferred.