The individual in this role will handle technical issues across a wide range of hardware and software platforms, utilizing remote support tools and direct interaction to resolve incidents efficiently. Strong customer service skills and the ability to work across multiple support channels are essential.
Provide technical support through desk-side visits, phone assistance, and remote access tools for user systems and networked devices
Install, configure, and maintain desktops, laptops, mobile devices, printers, monitors, and related peripherals
Diagnose and resolve hardware and software issues; communicate clearly with users regarding status and resolution steps
Utilize enterprise remote support solutions to maximize first-call resolution and minimize on-site interventions
Escalate complex issues or security-related incidents to senior technical staff or appropriate security personnel when necessary
Ensure systems comply with security standards by applying patches, updates, antivirus tools, and configuration policies
Support user account environments within directory services and TCP/IP-based networks
Provide assistance for common productivity software and enterprise applications
Configure secure access tools such as multi-factor authentication tokens and smart cards
Install and support both Windows and macOS operating systems, including troubleshooting and system recovery
Support mobile device platforms (iOS, Android, Windows-based devices), including configuration and issue resolution
Assist with unified communications tools, including VoIP systems and collaboration platforms such as video conferencing and messaging applications
Perform equipment setup and breakdown for small-scale user relocations or office adjustments
Coordinate with vendors for warranty service and hardware repairs
Maintain inventory awareness and provide input on hardware standardization and lifecycle planning
Partner with security teams to address vulnerabilities, perform remediation actions, and support incident response activities such as malware removal and system reimaging
Follow established procedures for device sanitization and secure handling of IT assets
Contribute ideas for improving service delivery, efficiency, and user experience
Approximately 5 years of experience in desktop or end-user support within a professional IT environment
Strong troubleshooting skills across both hardware and software domains
Experience supporting enterprise environments with diverse device types and operating systems
Familiarity with remote support tools and ticketing systems
Ability to manage multiple tasks while maintaining responsiveness and customer satisfaction
CompTIA A+
CompTIA Network+
Microsoft desktop support or modern endpoint certifications
ITIL (latest version preferred)
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