IT Support Technician (Tier 1)

Job Responsibilities

• Receive and manage technical support requests via phone, email, or ticketing system, providing solutions for daily technical issues.
• Install, configure, and maintain desktop and laptop computers, printers, monitors, and projectors.
• Deploy and update Microsoft 365 applications and enterprise software, troubleshooting related issues.
• Manage user accounts and reset passwords using Active Directory.
• Handle basic network connectivity issues (LAN/Wi-Fi) and provide primary infrastructure support.
• Document all requests and procedures in the ticket management system and update the Knowledge Base as needed.
• Escalate complex technical problems to Tier 2/Tier 3 teams with all necessary information to expedite resolution.
• Offer guidance and support to users for optimal use of devices, systems, and applications.

Qualifications Required

• A diploma or bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of two years of experience in Help Desk or Desktop Support roles.
• Proficient in Windows 10/11 operating systems and Microsoft 365 environment.
• Good understanding of networking fundamentals including TCP/IP, DNS, and DHCP.
• Experience using ticketing management systems such as ServiceNow, Jira, or Zendesk.
• Excellent communication skills with ability to interact professionally with users and work well under pressure.
• Certification like CompTIA A+ or Microsoft Modern Desktop Administrator is preferred.