Job Description
Key Responsibilities
Advanced Troubleshooting and Resolution
- Serve as an escalation point from Level 1 support for complex technical issues, including advanced operating system errors, network connectivity problems, and application-specific issues.
- Diagnose, troubleshoot, and resolve hardware problems (desktops, laptops, printers, mobile devices, servers).
- Troubleshoot and resolve software issues, including OS configurations (Windows), Microsoft 365/Google Workspace.
System and Account Management
- Perform user account management, including creation, modification, and termination.
- Manage and troubleshoot security permissions for network shares and applications.
- Configure and deploy new hardware and software.
Networking and Infrastructure
- Troubleshoot basic to intermediate network issues (TCP/IP, DNS, DHCP, VPN clients, Wi-Fi connectivity) in collaboration with Helpdesk Manager & IT Operations Staff.
- Assist with monitoring and maintenance of I.T. systems, including patch management.
Documentation and Knowledge Management
- Thoroughly document all technical issues, troubleshooting steps, and resolutions in the ticketing system (e.g., Zendesk).
- Create and update knowledge base articles (KBA) and standard operating procedures (SOPs) for both end-users and Level 1 staff.
Customer Service and Communication
- Maintain a high degree of professionalism and empathy while interacting with users via phone, email, remote connection, or in-person.
- Communicate technical information clearly and effectively to non-technical users.
- Prioritize and manage multiple outstanding support tickets efficiently.
Collaboration
- Collaborate with other I.T. teams to resolve major outages or complex infrastructure-related issues.
- Mentor and provide guidance to Level 1 Helpdesk staff.
Qualifications
Education
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
- Equivalent experience may be considered in lieu of a degree.
Experience
- Minimum of 5-6 years of experience in a Helpdesk, Desktop Support, or I.T. support role.
- Proven experience handling escalated technical support issues.
Technical Skills (Must-Haves)
- Expert proficiency in troubleshooting and supporting Microsoft Windows.
- Strong working knowledge of Microsoft Active Directory/Azure AD (user/group management, GPOs).
- Solid experience with troubleshooting and supporting Google Workspace and
- Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
- Familiarity with ticketing systems and Service Level Agreements (SLAs).
- Basic understanding of networking concepts (IP addressing, Subnetting, basic switch/router configurations).
- Experience with hardware repair and configuration (PC, laptop, peripheral components).
Preferred Certifications (A Plus)
- CompTIA A+
- CompTIA Network+
- Microsoft Certified: Modern Desktop Administrator Associate (MD.
- ITIL Foundation.
Job Tags
Remote work,