Key Responsibilities:

• Respond to user requests and issues via phone, email, or ticketing system.
• Identify hardware, software, and network issues and escalate complex matters as needed.
• Provide training on the proper use of software and organizational equipment.
• Install, configure, maintain, and document issues and solutions in the ticketing system.
• Monitor system performance and suggest improvements to processes.

Required Skills and Qualifications:

• Familiarity with operating systems such as Windows, macOS, and Linux.
• Proficiency in general software applications and remote support tools.
• Knowledge of basic networking concepts (e.g., IP, DHCP, DNS, VPN).
• Ability to install and configure hardware and software.
• Strong communication skills for effective interaction with users.
• Problem-solving ability and providing quick, practical solutions.
• Familiarity with ticket management systems such as Zendesk, Jira, or Freshdesk (a plus).