Responsibilities Include:

• Be available and visible in the Technical Support Center (TSC) to assist customers needing technical help.
• Answer customer inquiries via phone, chat, email, and e-support cases.
• Document call details and create service requests in the call tracking system.
• Ensure proper categorization and routing of calls, following escalation procedures when necessary.
• Troubleshoot issues using the knowledge database and conduct additional research as needed.
• Document problem symptoms and resolution steps in knowledge articles.
• Share new knowledge articles, standard operating procedures (SOPs), and procedures with teammates and stakeholders.
• Understand the basic operation of commonly used applications and hardware.
• Enforce information security and computer systems policies.
• Provide end-user training on system logins, printing, and MS Office applications.
• Collaborate with other IT teams on project assignments and problem escalation.
• Create technical documentation for training, best practices, software usage, and hardware utilization.
• Perform user administration tasks (e.g., Active Directory, Exchange, Office 365, in-house apps).
• Participate in software distribution and ongoing upgrade initiatives.
• Contribute to internal team projects and deliver within committed timeframes.
• Support both in-office and remote users.
  

Educational Requirements & Experience:

• Experience equivalent to an associate degree in computer information systems.
• Basic knowledge of current Windows OS and MS Office applications.
• Basic troubleshooting skills with client workstations.
• Familiarity with smartphone and tablet support is preferred.
• Knowledge of Apple/Mac is highly desirable.
• Experience with corporate-level help desk and call tracking software is strongly preferred