Responsibilities

• Provide first-line technical support to end-users via phone, email, and in-person inquiries.

• Diagnose and troubleshoot hardware and software issues reported by users.

• Log and track support requests in the ticketing system, ensuring timely resolution.

• Escalate complex issues to higher support tiers as necessary while maintaining communication with the user.

• Assist in the setup and configuration of new hardware and software for end-users.

• Create and maintain documentation for common issues and solutions in the knowledge base.

• Provide excellent customer service by clearly communicating updates and resolutions to users.

Requirements

• Associate's degree in Computer Science, Information Technology, or a related field preferred.

• Proven experience in a technical support or help desk role is a plus.

• Strong understanding of computer systems, mobile devices, and other tech products.

• Familiarity with Windows and Mac operating systems and basic networking concepts.

• Excellent verbal and written communication skills to interact effectively with users.

• Problem-solving skills and a keen attention to detail in troubleshooting issues.

• Ability to work well in a team environment, as well as independently with minimal supervision.