IT Support Overview • The IT Support role offers an exciting opportunity to provide technical assistance and solutions within a dynamic and collaborative environment. • Support end users through various communication channels, ensuring prompt and effective resolution of technical issues. • Engage in hands-on hardware and software troubleshooting, installation, and configuration tasks. • Collaborate with cross-functional teams to enhance IT services and maintain operational efficiency. • Contribute to the development of knowledge base articles to streamline support processes. • Participate in training and development opportunities to expand technical expertise. • Work within a supportive and inclusive environment that values diversity and innovation. • Leverage diagnostic tools and resources to aid in troubleshooting and problem resolution. • Ensure adherence to organizational goals and objectives while delivering exceptional IT support services. IT Support Key Responsibilities & Duties • Field incoming IT requests from end users via phone, email, MS Teams, and Service Desk system. • Provide deskside hardware and software support for assigned offices, ensuring timely resolutions. • Handle escalations from Tier 1 support and manage complex technical issues effectively. • Image, deploy, and install required hardware and software, ensuring proper functionality. • Document end user information, problem details, and resolution steps comprehensively. • Apply diagnostic utilities and access online resources to aid in troubleshooting. • Perform hands-on fixes, including software installation, system configuration, and file backups. • Develop knowledge base articles and provide post-resolution follow-ups to ensure user satisfaction. • Support audio-visual and meeting setups, ensuring seamless technology integration. IT Support Job Requirements • Bachelor's degree in a relevant field and/or CompTIA+ certification required. • Minimum of 5 years of experience in an IT support role; 7 years preferred. • Proficiency in Office 365, Outlook Client, OWA, and mobility management tools like iOS and Intune. • Strong knowledge of computer hardware, operating systems, and imaging tools. • Exceptional written and oral communication skills with a focus on rapport-building and problem-solving. • Ability to handle work pressure, prioritize tasks, and meet deadlines effectively. • Team player with strong integrity and professionalism, capable of working independently. • Self-starter with proven initiative and problem-solving capabilities. • Experience with diagnostic utilities and application support in a professional setting.