IT Support Technician

We are seeking a technically proficient and customer-centric Tier 2 IT Support Technician to join our growing team. As higher level technical support you will be responsible for troubleshooting and resolving more complex end user issues.

Key Responsibilities:

• User Support: Respond to incoming service requests via telephone, web portal, and email, ensuring courteous, timely, and effective resolution of end-user issues.
• Onboarding Support: Provision and set up systems for new hires, ensuring seamless integration into the team.
• Asset Management: Identify for procurement, assign, prep and ship assets according to defined processes to consistently meet or exceed defined SLAs. Assist in upgrading current systems and installing new systems.
• Remote & On-Site Troubleshooting: Utilize remote tools and diagnostic utilities to resolve support requests; coordinate and perform hands-on fixes at the desktop level when remote tools are not suitable, including hardware repairs and peripheral deliveries.
• Preventative Maintenance: Regularly inspect and clean workstations, printers, and peripherals to prevent potential issues.
• Interdepartmental Collaboration: Establish and maintain positive relationships with all departments and colleagues, promoting a cooperative working environment.
• Troubleshooting: Resolving complex issues related to operating systems, software applications, and network connectivity
• User Management: Managing user accounts and permissions on premises and/or in Cloud based SSO Active Directory Services.
• Security: Ensuring proper security practices, including multi-factor authentication (MFA) setups and user