IT Support Professional

Job Details

Our client is seeking a skilled and dependable IT Support Professional to provide technical support for employees and assist with the day-to-day operation of the organization’s IT environment. The IT Support Professional will provide both on-site and remote support for computers, mobile devices, printers, software applications, and other office technology.

The ideal candidate will have strong troubleshooting and problem-solving skills, excellent customer service abilities, and experience supporting Windows, Mac, and Linux environments. This position will work closely with the larger IT team and internal stakeholders to resolve technical issues, maintain equipment, manage support tickets, and ensure employees have the technology they need to work effectively.

Key Responsibilities

Technical Support

• Provide on-site and remote technical support for employee PCs, Macs, printers, mobile phones, and other office devices.
• Diagnose and resolve hardware and software issues efficiently.
• Troubleshoot Windows, Mac, and Linux operating systems.
• Assist employees with computer, printer, mobile device, and connectivity issues.
• Provide guidance and technical support for common IT questions and problems.
• Escalate complex issues to the appropriate IT team members when necessary.

Software & Application Support

• Assist users with cloud-based and locally installed applications.
• Provide support for Microsoft 365 applications, including Outlook, Word, Excel, Teams, and other commonly used tools.
• Help employees troubleshoot application errors, access issues, and basic configuration problems.
• Assist with software updates, installations, and routine maintenance.

Ticket & Support Management

• Monitor and manage the IT support ticket queue.
• Prioritize and resolve service tickets in a timely manner.
• Document troubleshooting steps, resolutions, and other relevant information.
• Follow up with users to ensure issues have been resolved.
• Escalate unresolved or complex issues according to established procedures.

Equipment & Asset Management

• Perform routine maintenance, updates, and troubleshooting on IT equipment.
• Assist with the setup and deployment of computers, mobile devices, printers, and other technology.
• Maintain accurate records of IT assets and equipment assignments.
• Track support activities, equipment changes, and other relevant IT information.
• Help ensure company technology remains updated, secure, and operational.

Team Collaboration & IT Policies

• Collaborate with the larger IT team and internal stakeholders to resolve technical issues.
• Assist with escalated support requests and more complex technical problems.
• Follow established IT policies, procedures, and best practices.
• Help maintain a secure and reliable technology environment.
• Stay informed about system updates, common technical issues, and emerging IT practices.
• Perform other IT-related duties as assigned.

Qualifications

• Previous experience in IT support, help desk, desktop support, or a similar technical role.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows, Mac, and Linux operating systems.
• Familiarity with Microsoft 365 applications.
• Knowledge of computer hardware, software, printers, mobile devices, and common office technology.
• Experience using a ticketing or service management system preferred.
• Strong communication and customer service skills.
• Ability to explain technical issues and solutions to users with varying levels of technical knowledge.
• Strong attention to detail and organizational skills.
• Ability to prioritize multiple support requests and meet deadlines.
• Ability to work independently while also collaborating effectively with an IT team.

Work Environment

The IT Support Professional will work in a professional office environment and provide a combination of on-site and remote technical support. The position may require occasional movement throughout the office to troubleshoot equipment, assist employees, and perform hardware setup or maintenance. The ideal candidate should be comfortable handling multiple support requests while maintaining a professional, service-focused approach.