IT Support

• Provide Level 1 technical support to employees through the ticketing system, remote support channels, and hands-on/deskside support when applicable.
• Troubleshoot and resolve common hardware, software, operating system, peripheral, printing, audio/video, and connectivity issues.
• Set up, configure, deploy, replace, and maintain laptops, desktops, monitors, mobile devices, printers, and other end-user equipment.
• Support Windows and macOS environments, standard productivity applications, browsers, email, collaboration tools, and remote-access tools.
• Diagnose basic network and connectivity issues, including Wi-Fi, VPN, TCP/IP, DNS, and DHCP, and escalate infrastructure issues when required.
• Support employee onboarding and offboarding, including device preparation, account provisioning/deprovisioning, access changes, software installation, and equipment recovery.
• Perform routine user and access administration, including password resets, MFA enrollment, group membership, distribution lists, licenses, and approved permissions.
• Support and troubleshoot business phone/VoIP systems, including user provisioning, device/application setup, call-quality issues, and basic configuration for platforms such as GCF, RingCentral, 8x8, or similar solutions.
• Log, prioritize, update, and resolve support tickets within established SLAs; maintain clear troubleshooting notes, resolution details, and escalation information.
• Maintain accurate IT asset and inventory records, including device assignments, replacements, returns, repairs, and spare equipment.
• Follow IT security, access-control, data-protection, change-management, and support procedures; escalate suspected security issues promptly.
• Create and maintain support documentation, knowledge-base articles, setup instructions, and standard troubleshooting procedures.
• Coordinate hardware repairs, warranty/vendor support, and equipment replacements as needed; perform other IT support duties assigned by the Team Manager.

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