DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for IT service desk inquiries, providing technical support for hardware, software, network, and user access issues.

• Diagnose and resolve technical problems via phone, remote desktop, or other support tools, and escalate complex issues to the appropriate support teams when needed.

• Troubleshoot end-user devices including desktops, laptops, mobile phones, and VoIP telephony systems.

• Manage user accounts, password resets, and access permissions while ensuring proper documentation in the ticketing system.

• Coordinate with other support groups for issue resolution, cross-training, and continuous improvement of operational processes.

• Maintain knowledge base articles, track support requests, and deliver excellent customer service while maintaining a professional approach.

QUALIFICATIONS

Education (preferred):

• Graduate of Bachelor’s degree in IT, Computer Science, Engineering, or related field.

Experience

• Experience in Helpdesk Support/IT Support

• Experience in ticketing tools like ME SDP.

• Basic Knowledge in IT

• Basic Knowledge in Windows Operations Systems, Clients: Windows 8, Windows 7, Windows 10, Windows11, Servers: Windows 2008, Windows 2003, Windows 2000, Remote desktop connectivity applications (MS Teams, TeamViewer, similar remote control tools)

• Basic Knowledge in MAC OS.

• Basic Knowledge in MS Office 365 Suites: Word, Excel, PowerPoint, Outlook.

• Basic Knowledge in Internet Browsers: Explorer, Chrome, Edge, Firefox.

• Basic Knowledge in Anti-virus and firewall software.

• PC Hardware knowledge: Desktops, Laptop, Peripheral devices (printers, scanners), mobile devices, and OS (iOS/Android/Windows)