Key Responsibilities1. End-User SupportRespond to user-reported issues via phone, email, ticketing system, or in-person.Provide first-level troubleshooting for desktops, laptops, printers, and mobile devices.Resolve common operating system issues (Windows, macOS, or Linux).Assist users with basic software installation, updates, and configurations.Reset passwords, unlock accounts, and manage user access through Active Directory or similar tools.2. Hardware & Peripheral SupportDiagnose and resolve issues related to monitors, keyboards, mice, printers, and docking stations.Perform basic hardware replacements (RAM, HDD/SSD, PSU, etc.).Coordinate with vendors for hardware warranty support and replacements.3. Networking & ConnectivityAssist with LAN/Wi-Fi connectivity troubleshooting.Configure network printers, IP addresses, and VPN clients.Escalate complex connectivity issues to the network or infrastructure teams.4. Ticketing & DocumentationLog and manage all incidents and service requests in the ITSM or helpdesk ticketing system (e.g., ServiceNow, Jira, ManageEngine).Ensure tickets are updated and resolved within SLA timelines.Document known issues and create user guides or FAQ entries.5. Collaboration & EscalationEscalate unresolved technical issues to L2 or specialized support teams.Assist in onboarding/offboarding processes (user account setup, email configuration, asset allocation).Provide remote desktop support when required.6. Preventive Maintenance & ReportingPerform routine system health checks and updates.Ensure antivirus and endpoint security software are up to date.Generate periodic reports on support tickets and asset performance.
#J-18808-Ljbffr