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End User & Technical Support
- Analyze, diagnose, and resolve complex issues involving workstation hardware, operating systems, business applications, and networked peripherals.
- Provide advanced troubleshooting for networked hardware and software products across multiple company platforms.
- Document incidents, resolutions, and asset management activities within the corporate helpdesk system.
- Ensure timely resolution of service tickets in alignment with departmental service level expectations.
- Support hardware and software upgrades, system implementations, and technology rollouts.
- Maintain and administer the corporate mobile device and cellular account, including device provisioning, upgrades, and service plan management.
- Support and maintain software management systems including deployment and patch management platforms (e.g., SCCM or similar tools).
- Support, maintain, upgrade, and troubleshoot multimedia systems including projectors, video displays, video conferencing systems, and interactive whiteboards.
- Provide on-site and remote support for conference room technologies and executive presentations as needed.
- Develop and implement automated technology solutions using scripting tools such as PowerShell.
- Identify process improvement opportunities to enhance efficiency and reduce recurring technical issues.
- Analyze support data trends to recommend proactive solutions.
- Develop and deliver end-user training materials and sessions as required.
- Mentor junior support technicians and provide technical guidance.
- Collaborate with IT team members to ensure consistent service standards and knowledge sharing.
What You Bring
- Minimum 1+ year of experience as a computer or network technician, or equivalent combination of education and experience.
- Advanced knowledge of:
- PC repair and configuration
- Microsoft Windows operating systems
- Microsoft Office applications
- Software deployment tools (SCCM or similar platforms)
- Intermediate knowledge of:
- TCP/IP networking concepts
- Windows networking and security
- Strong analytical and problem-solving abilities.
- Advanced written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong customer service orientation.
- Ability to work independently and collaboratively within a team.
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