Serve as a point of escalation for complex issues, providing advanced support and technical expertise.
Utilize advanced diagnostic tools and techniques to troubleshoot network connectivity, hardware failures, software malfunctions, and performance bottlenecks.
Develop and propose effective solutions to complex technical problems, documenting procedures for future use.
Identify recurring issues, investigate root causes, and propose long-term solutions to prevent future occurrences through Problem Management.
Technical Support.
Expertly install, configure, and maintain software and hardware components of computer system.
Provide advanced IT support for walk-up users at TechBar, handling complex and escalated support requests.
Independently diagnose and resolve hardware, software, and network infrastructure issues with minimal supervision.
Perform remote troubleshooting utilizing advanced diagnostic and management tools, ensuring seamless end-user experience.
Take ownership of the setup, maintenance, and support of all IT-related equipment, including laptops, printers, AV devices, mobile devices, and specialized peripherals.
Support and optimize software applications, including standard office suites, custom business applications, and specialized tools.
Plan and implement system hardware upgrades, ensuring minimal downtime and disruption to end-users.
Develop and maintain detailed documentation of complex technical procedures, including system diagrams and user guides through knowledge base articles with the help of AI tools.
Provide advanced support for mobile devices, encompassing configuration, connectivity, security, and application troubleshooting.
Evaluate and recommend new technologies and solutions to enhance IT infrastructure and end-user productivity.
Customer Service & Training:
Provide prompt, accurate, and highly professional feedback to customers.
Manage and resolve complex or high-priority issues, ensuring timely closure and complete satisfaction.
Prepare detailed and insightful reports, providing analysis and recommendations.
Contribute to and maintain a comprehensive knowledge base, creating and updating technical notes and articles.
Develop and nurture positive relationships with end-users at all levels of the organization, striving to exceed their expectations and increase CSAT.
Effectively communicate technical information in a clear and understandable manner.
Develop and deliver advanced user training sessions, workshops, and documentation, empowering users to maximize their proficiency.
Proactively follow up with users, ensuring complete issue resolution and gathering feedback to enhance support services.
Monitoring & Maintenance:
Proactively monitor and optimize computer systems, identifying potential issues before they impact end-users.
Maintain an accurate and up-to-date inventory of all equipment, including mobile devices, laptops, and peripheral devices.
Collaborate with team members to identify and analyze trends in support requests, proposing proactively solutions to mitigate future occurrences.
Utilize ServiceNow or similar IT Service Management tools to efficiently log, track, and manage incidents, service requests, and change management processes.
Project Management and Leadership
Take ownership of small-sized projects related to desktop and infrastructure changes.
- May provide informal support to team members with less experience
- Completes work with a limited degree of supervision
New Hire Onboarding Support:
Expertly assist in the onboarding process for new hires, setting up IT equipment, including laptops, mobile devices, and specialized peripherals.
Ensure new hires have access to all required systems and applications, troubleshooting issues and providing support as necessary.
Qualifications:
Education:
Bachelor's degree in Science, Information Technology, or a related field, strongly preferred.
Relevant professional certifications, such as Microsoft Certified IT Professional, CompTIA strongly preferred.
Experience:
4+ years of progressive experience in providing Desktop & Help Desk Support.
Proven expert-level experience in troubleshooting and resolving complex technical issues.
Hands-on experience with Windows OS, iOS, macOS and Android environments.
Extensive experience with ServiceNow or similar IT Service Management tools.
Experience with Active Directory, Group Policy, and other enterprise-level IT systems.
Skills:
Exceptional problem-solving and analytical skills.
Familiar with AI tools for analysis of data.
Excellent written and verbal communication skills.
Expert ability to provide step-by-step technical assistance, both remotely and in person.
Advanced familiarity with remote desktop applications, help desk software, and enterprise systems management tools.
Strong ability to manage time effectively, prioritize tasks, and excel in high-pressure environments.
Personal Attributes:
Highly customer-focused with a proactive and positive attitude.
Demonstrated ability to work independently and as a part of one team.
Exceptional ability to handle high-pressure situations and manage multiple complex tasks simultaneously.
* Highly proactive, self-motivated, and driven to learn and adapt to new technologies and processes.