Responsibilities
- Deliver expert-level support for Windows and macOS devices, Microsoft 365 apps, video conferencing tools, printers, mobile devices, and other end-user technologies.
- Handle service desk incident and problem tickets, guiding them to resolution with transparent communication to users and management.
- Establish uniform desktop configurations, deployment methods, and support workflows to enhance system reliability, security, and usability.
- Assist with employee onboarding and offboarding, ensuring correct setup and deactivation of devices, accounts, access rights, and collaboration platforms.
- Create and maintain documentation for technical fixes, support processes, equipment records, and knowledge base entries to minimize repeat issues.
- Support the launch of new office locations, conference rooms, site setups, and deployment of operational technology.
- Guide service desk team members by evaluating ticket accuracy, transferring technical expertise, and promoting user-focused service practices.
- Help manage hardware inventory, device standards, warranty processes, vendor coordination, and tracking of asset lifecycles.
- Participate in after-hours maintenance, provide support for executive staff, and respond to urgent operational needs as necessary.
- Perform additional assigned tasks in support of IT operations and end-user computing services.
Work Arrangement
On-site
