Technical Support Analyst
4 days ago
**Job Summary**:
**Key Responsibilities**:
First-Line Technical Support:
- Diagnose and resolve basic hardware and software issues on desktops, laptops, and peripherals and report further to L2 team if need be.
- Assist with the setup and configuration of new user accounts and workstations.
- May require on-call or after-hours support in emergency situations
Documentation and Communication:
- Accurately log all support incidents and resolutions in the ticketing system.
- Contribute to the creation and maintenance of IT knowledge base articles and documentation.
- Communicate technical information clearly and patiently to non-technical users.
- Escalate complex or unresolved issues to senior IT staff or specialized teams when necessary.
General IT Support:
- Adhere to IT policies, procedures, and security best practices.
- Participate in daily standup call to provide status updates of INCs.
**Qualifications**:
- Education: High school diploma or equivalent required. A relevant associate's degree or technical certification (e.g., CompTIA A+, Microsoft Certified Fundamentals) is a strong plus.
- Experience: 0-2 years of experience in an IT support or help desk role, or relevant internship experience.
Technical Skills:
- General knowledge of Microsoft Windows operating systems (Windows 10/11) Microsoft word, excel and PowerPoint
- Familiarity with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Understanding of basic networking concepts (TCP/IP, DNS, DHCP) is a plus.
- Experience with a ticketing system is advantageous.
Soft Skills:
- Excellent communication and interpersonal skills, with a patient and customer-service oriented approach.
- Strong problem-solving and analytical abilities.
- Ability to work independently and as part of a team.
- Eagerness to learn and adapt to new technologies.
- Good organizational and time management skills.
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