- Provide advanced technical support and assistance to end-users, resolving hardware and software issues promptly and effectively.
- Install, configure, and maintain desktops, laptops, mobile devices, printers, and other computer peripherals.
- Install, configure, and troubleshoot software applications, operating systems, and updates. Ensure software compliance and licensing.
- Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.
- Identify and resolve network connectivity and general IT-related issues for end-users. Escalate complex problems to higher-level IT teams when necessary.
- Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.
- Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
- Experience with A/V conference room equipment and conference room troubleshooting.
- Collaborate with other IT teams, including desktop engineers, network administrators and system administrators, to resolve issues that require cross-functional expertise.
- Provide training to end-users on hardware and software usage, best practices, and security awareness.
- Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
- Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.