• Serve as the first point of contact for end-users seeking technical support via various channels, including phone, email, ticketing system, or in-person. Respond promptly to support requests and provide courteous and professional assistance.
• Diagnose and resolve hardware, software, network, and other IT-related issues faced by end-users. This includes problems with desktops, laptops, printers, software applications, email, and basic networking.
• Handle password reset requests and assist with user account management, such as creating, modifying, and disabling accounts.
• Assist with software installations, updates, and patches for standard business applications.
• Help users with the setup, configuration, and basic maintenance of desktops, laptops, printers, and other peripherals.
• Provide remote support to end-users, troubleshooting issues for those working off-site or in remote locations.
• Accurately record and maintain detailed documentation of support requests, troubleshooting steps, and solutions provided. Contribute to the knowledge base for common issues and solutions.
• Escalate complex technical issues to higher-level IT support teams or vendors as needed, and follow up to ensure timely resolution.
• Conduct basic user training on IT tools and applications to enhance end-users\' technical proficiency.
• Assist with IT asset inventory management, including tracking and maintaining hardware and software assets.

• Educational Background: A high school diploma or equivalent is typically required. Additional education or certifications in IT-related fields are advantageous.
• Solid understanding of computer hardware, operating systems (e.g., Windows, macOS, Linux), productivity software, and standard business applications. Familiarity with basic networking concepts is a plus.
• Communication Skills: Excellent verbal and written communication skills with the ability to communicate technical information in a clear and understandable manner.
• Customer Service: Strong customer service orientation with a focus on delivering a positive end-user experience.
• Flexibility: Able to work on assigned shift on assigned days. 9 hour shift (with 1 hr break) - 3 shifts to cover 24/5.
• Problem-Solving: Analytical and problem-solving skills to identify root causes and implement effective solutions.
• Time Management: Ability to manage multiple support requests and prioritize tasks to meet service level agreements (SLAs).
• Adaptability: Willingness to learn and adapt to new technologies and IT practices.

Duncan & Ross