Job Responsibilities:
* Provide comprehensive technical support to end-users through in-person interactions, phone communications, and remote access technologies.
* Diagnose and resolve hardware, software, and network issues on Virtual Desktop Infrastructure (VDI), laptops, printers, and other peripherals using event logs and monitoring solutions.
* Install, configure, and maintain operating systems (Windows 10 and Office 365), productivity suites (Microsoft Office), applications, and security software.
* Deploy and manage software updates and patches using tools such as Microsoft System Centre Configuration Manager (SCCM).
* Use remote access tools (TeamViewer, Remote Desktop) to assist remote users promptly.
* Support collaboration and communication tools, including MS Teams, Email, and mobile communications.
* Collaborate with other IT teams to address escalated issues and implement robust solutions.
* Investigate and troubleshoot critical vulnerabilities to ensure robust security.
* Create and maintain documentation, knowledge base articles, and training materials to enhance team efficiency.
* Participate in the planning and implementation of IT projects, such as system upgrades and migrations.
* Set up and support audiovisual (AV) equipment for meetings across all organizational levels.
Requirements:
* In-depth knowledge and experience with desktop operating systems, hardware, and software, including Windows 10/11, Microsoft Office Suite, Active Directory, Citrix, VDI, and Exchange.
* Familiarity with endpoint security software, including antivirus and firewall solutions.
* Proficiency with software deployment tools such as Microsoft SCCM.
* Exceptional troubleshooting and problem-solving abilities.
* Ability to operate effectively under pressure and prioritize tasks in a dynamic environment.
* Strong communication and interpersonal skills.
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