IT Support Agent

Technical Support: Provide first-level support for hardware and software issues related to desktopsystems, peripherals, and network connectivity, ensuring timely resolution ofuser problems.System Installation: Assist in the installation, configuration, and maintenance of desktop systems,software applications, and network devices, ensuring proper functionality anduser access.Troubleshooting: Diagnose and troubleshoot technical issues reported by end-users,documenting problems and solutions in a ticketing system for future reference.Network Support: Monitor network performance and connectivity, responding to alerts andoutages, and escalating issues to higher-level support when necessary.Software Installation and Troubleshooting: Manage the installation and troubleshooting of software applications on userdesktops, ensuring compatibility and functionality across different systemsDocumentation: Maintain up-to-date documentation of IT procedures, configurations, andtroubleshooting steps to facilitate knowledge sharing and continuous improvement.Inventory Management: Assist in managing IT assets, including inventory of hardware and software,ensuring compliance with licensing and usage policies.Collaboration: Work closely with other IT team members and departments to coordinatesupport efforts, implement solutions, and contribute to overall IT serviceimprovement initiatives. Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practicalexperience).Relevant IT certifications such as CCNA or Microsoft Certified, Modern Desktop Administrator Associate.Minimum of 3-4 years of experience in IT support, specifically in desktop support and basic network troubleshooting.Hands-on experience with hardware installation, configuration, and troubleshooting of desktop and laptopcomputers.Proficient in Windows operating systems (Windows 10/11) and familiar with macOS and Linux environments.Knowledge of Active Directory, Office 365 management, and remote desktop support tools.Familiarity with network protocols (TCP/IP, DHCP, DNS) and basic networking concepts.Strong communication skills, both verbal and written, with the ability to interact with users at all levels.Excellent problem-solving abilities and a proactive approach to identifying and resolving issues.Ability to work flexible hours and respond to after-hours support needs as necessary.Valid driver’s license may be required for on-site support in certain roles.