Requirements
- Understanding of Windows/macOS/Linux operating systems.
- Familiarity with Microsoft Office 365/Google Workspace.
- Understanding Basic networking concepts (TCP/IP, DNS, DHCP, VPN).
- Understanding Troubleshooting hardware/software issues (printers, drivers, etc.)
- Experience in helpdesk, call center, or customer-facing roles (even non-IT).
- Ability to explain technical issues in simple terms
- Problem-solving & willingness to learn.
- Patience & good communication.
Responsibilities
- Provide first-line technical support (in-person, phone, email, or chat).
- Assist users with password resets, account unlocks, and access issues.
- Guide employees on software installations, updates, and basic usage.
- Diagnose and fix PC/laptop, printer, scanner, and peripheral issues.
- Install, configure, and update operating systems (Windows, macOS, Linux).
- Troubleshoot Microsoft Office 365, Google Workspace, and other business apps.
- Assist with Wi-Fi, VPN, and wired network issues.
- Troubleshoot IP conflicts, DNS, and DHCP problems.
- Help set up and maintain routers, switches, and firewalls (basic level).
- Manage user accounts in Active Directory (AD) or Azure AD.
- Reset passwords, assign permissions, and handle new employee onboarding/offboarding.
- Assist with email setup (Exchange, Outlook, Gmail).
- Log and track issues in helpdesk ticketing systems (ServiceNow, Jira, Zendesk).
- Maintain knowledge base articles for common fixes.
- Document IT procedures and inventory (hardware/software tracking).
- Enforce password policies and multi-factor authentication (MFA).
- Assist with antivirus updates and malware removal.
- Follow IT security best practices (data backups, patch management).
- Use remote desktop tools (TeamViewer, AnyDesk, RDP) to assist users.
- Provide desk-side support for hardware setups (monitors, docks, cables).
- Perform routine system checks and updates.
- Assist with software license management.
