What you'll do:
- Serve as the primary escalation point for complex technical issues from Tier 1 and Tier 2 support staff.
- Provide expert-level support for hardware, software, networking, and system-related problems.
- Monitor and manage help desk ticketing system to ensure timely resolution and high customer satisfaction.
- Install, configure, and maintain desktops, laptops, mobile devices, printers, and other peripherals.
- Assist in onboarding/offboarding processes including account setup, access provisioning, and hardware deployment.
- Maintain documentation of procedures, troubleshooting steps, and system configurations.
- Collaborate with system administrators and network engineers to resolve infrastructure-related issues.
- Participate in IT projects, upgrades, and rollouts as needed.
- Ensure compliance with IT policies, security protocols, and data protection standards.
In order to succeed in this role, you'll need to have:
- 3+ years of experience in IT support/help desk roles.
- Strong knowledge of Windows and macOS operating systems, Microsoft 365, Active Directory, and remote support tools.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience with ticketing systems (e.g. Jira).
- Excellent problem-solving, communication, and interpersonal skills.
- Preferred IT certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL are a plus.