The IT Support Technician provides first line and intermediate technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, and network issues. This role bridges the gap between Level 1 Helpdesk and Level 2 Technical Support by resolving more complex incidents while ensuring excellent customer service.

Key Responsibilities:

• Provide technical support to users via phone, email, remote tools, or in person
• Diagnose and resolve hardware, software, and network issues
• Install, configure, and maintain desktop computers, laptops, printers, and mobile devices
• Manage user accounts, permissions, and password resets (e.g., Active Directory)
• Troubleshoot operating systems such as Microsoft Windows and basic issues with Microsoft 365 applications
• Perform software installations, updates, and patches
• Support basic networking issues (Wi-Fi connectivity, IP configuration, VPN access)
• Escalate unresolved issues to Level 2/Level 3 teams when necessary
• Document incidents and resolutions in the IT service management system
• Maintain IT asset inventory and assist with equipment setup for new employees
• Follow IT security and compliance procedures

 
Minimum Requirements:

• Diploma or Degree in Information Technology, Computer Science, or related field
• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Desktop Administration
• 1–3 years of experience in IT helpdesk or technical support
• Knowledge of:
  
  • Microsoft Windows operating systems
  • Microsoft 365 / Microsoft Office applications
  • Basic networking (TCP/IP, DNS, DHCP)
  • Remote support tools
  • IT ticketing systems
• Familiarity with Active Directory user management
• Strong problem-solving and communication skills
• Ability to work under pressure and manage multiple support requests