Description and Purpose of tasks • The essential responsibilities and functions of this position include the following: • Collaborate with relevant departments to ensure that system updates and new tools are aligned with the organization's objectives. • Serve as the primary user of the technical support system (Manage Engine Service Desk Plus), manage incidents, ensuring the proper use of ITSM and maintaining up to date contracts and assets. • Provide technical support to resolve issues related to the organization's technology platforms, including diagnosis, testing, documentation and application of solutions. • Work closely with external vendors or support teams when more complex issues arise, ensuring timely and effective resolution. • Maintain detailed documentation of troubleshooting processes and solutions to enhance the organization's technical knowledge base. Requirements • Bachelor's degree in computer science or related discipline is preferred. • Two (2) to four (4) years of experience; or the combination of education and experience that enables performance of all aspects of the position. • Specialized knowledge required: • Computers and electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. Requires special technical knowledge of the techniques and procedures of software and network support for multiple users. Must understand installation, configuration and troubleshooting processes for software, hardware, networking and accessory equipment. Requires experience with personal computer equipment. Must have advanced personal computer word processing, spreadsheet, database and Windows skills. Requires sufficient analytical skills to assess problems or unusual situations and develop solutions. Prefer knowledge of how to assemble and disassemble personal computer components, including cabling. • Customer service — Knowledge of principles and processes for providing genuine care for customers to offer services, answer questions and ensure customer satisfaction. • English language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. • Telecommunications — Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems. EEO/MALE FEMALE/VETERANS/DISABLED