I. DUTIES AND RESPONSIBILITIES

• Serve as the initial point of contact for all IT service desk inquiries and issues.
• Provide hardware / software / network problem diagnosis / resolution via telephone or remote desktop for clients end users.
• Diagnose and resolve technical issues promptly and efficiently.
• Escalate complex or unresolved issues to higher-level support teams as needed.
• Coordinate and manage communication with other support groups that provide hardware / software /network problem resolution.
• Assist with user account management, including password resets and access permissions.
• Document and track all support requests and resolutions using the ticketing system.
• Maintain and update knowledge base articles and technical documentation.
• Work closely with other support groups in cross-training, development/implementation of operational processes and nurturing teamwork.
• Work closely with other support groups to obtain technical knowledge in permanent resolution to recurring problems.
• Troubleshooting end user devices (knowledge in desktops, laptops, mobile phones and VoIP Telephony).
• Deliver excellent customer service and always maintain a professional demeanor.
• Participate in team meetings and contribute to continuous improvement initiatives.

II. QUALIFICATIONS

• Graduate of IT, Engineering, or related field (preferred)
• Experience in helpdesk or IT support
• Familiar with ticketing tools (e.g., ME SDP)
• Basic knowledge of Windows, Mac OS, MS Office 365, browsers, and security tools
• Knowledge of PC hardware and peripheral devices
• Good communication and organizational skills
• Strong problem-solving skills and attention to detail
• Able to work independently and in a team
• Customer-focused, positive attitude, and willing to learn