Help Desk

Key Responsibilities:

• Provide Tier 1 and Tier 2 support for users and systems in a Windows 365 environment.
• Resolve user-reported technical issues through various channels, including phone, email, and chat.
• Diagnose and troubleshoot hardware, software, and network problems, ensuring timely resolution.
• Escalate complex issues to higher-tier support teams or vendors when necessary.
• Document support requests and resolutions in a clear and organized manner.
• Assist in user onboarding and offboarding processes, including setting up and disabling accounts.
• Collaborate with other IT team members to maintain a secure and efficient IT infrastructure.
• Stay up-to-date with the latest technologies and industry best practices to enhance your support capabilities.
• Provide excellent customer service and maintain a positive, professional demeanor when assisting users.
  
  

• At least 1 year of experience in a similar help desk or technical support role.
• Strong knowledge of Microsoft 365 applications and services, including Outlook, SharePoint, Teams, and OneDrive.
• Proficiency in diagnosing and resolving common hardware and software issues.
• Familiarity with Windows operating systems (Windows 10/11) and macOS.
• Excellent communication and interpersonal skills.
• Adept at multitasking and prioritizing tasks in a fast-paced environment.
• IT certifications, such as CompTIA A+ or Microsoft certifications, are a plus.
• Customer-oriented and committed to delivering top-notch user support.