About this role
Respond to user questions and requests for assistance via phone, email, or in person.
• Diagnose and troubleshoot hardware, software, and network problems.
• Guide users through problem-solving steps and provide technical support to ensure productivity.
• Maintain professionalism and provide timely, accurate customer service.
Installation and configuration
• Install and configure new hardware, software, operating systems, and peripherals like printers.
• Set up workstations for new employees, including creating user accounts and granting necessary access.
• Assist with the deployment of new applications and systems.
System maintenance and security
• Perform routine maintenance, such as applying updates and patches, to ensure stability and performance.
• Conduct regular backups to prevent data loss and perform data recovery if needed.
• Monitor systems for potential security threats and ensure network security.
Training and documentation
• Train employees on how to use new hardware and software effectively.
• Create and maintain user-friendly documentation, manuals, and knowledge bases.
Other duties
• Monitor and report on system performance, issues, and resolutions.
• Track IT assets and manage inventory.
• Liaise with vendors and external support providers when necessary.