- Basic understanding of Windows troubleshooting.
- Familiarity with Android and iOS.
- Customer-oriented mindset.
- Ability to take clear notes to capture problems correctly.
- General understanding of MacOS is helpful but not required.
- Robust verbal and written communication skills for assisting users and documenting issues.
- Ability to work in a team and learn from others.
- Patience and a customer-focused attitude to help non-technical users.
- Candidates pursuing a degree related to technology such as Management Information Systems, Business Technology Management, or Information Technology are preferred but not required.
Responsibilities:
- Providing first level triage and technical support to employees through tickets and in-person at the support desk.
- Analyzing technician workflows to identify areas of improvement and optimization.
- Identifying technician workflows which do not have supporting process documentation.
- Assisting the IT team with system provisioning and device refresh/replacements.
- Writing documentation.
- Maintaining physical and virtual asset stockrooms.
- Supporting IT project goals.
- Helping to set up devices or mobile accessories.
- Communicating status updates with internal clients.
- Ensuring that requests are being prioritized and closed in a timely manner.
- Working alongside a senior IT technician for escalations and guidance to advance knowledge of IT support.
- Learning and adhering to company policies and procedures regarding IT security and data privacy.
- Engaging in knowledge-sharing sessions and training to enhance technical skills.
Nice to Have:
- PowerShell or command line (CLI) familiarity.
- CompTIA A+ certification.
- Familiarity with networking concepts (DNS, LAN, WAN).