IT Support Tech

Responsibilities Include: Be available and visible in the Technical Support Center (TSC) to assist customers needing technical help. Answer customer inquiries via phone, chat, email, and e-support cases. Document call details and create service requests in the call tracking system. Ensure proper categorization and routing of calls, following escalation procedures when necessary. Troubleshoot issues using the knowledge database and conduct additional research as needed. Document problem symptoms and resolution steps in knowledge articles. Share new knowledge articles, standard operating procedures (SOPs), and procedures with teammates and stakeholders. Understand the basic operation of commonly used applications and hardware. Enforce information security and computer systems policies. Provide end-user training on system logins, printing, and MS Office applications. Collaborate with other IT teams on project assignments and problem escalation. Create technical documentation for training, best practices, software usage, and hardware utilization. Perform user administration tasks (e.g., Active Directory, Exchange, Office 365, in-house apps). Participate in software distribution and ongoing upgrade initiatives. Contribute to internal team projects and deliver within committed timeframes. Support both in-office and remote users. Educational Requirements & Experience: Experience equivalent to an associate degree in computer information systems. Basic knowledge of current Windows OS and MS Office applications. Basic troubleshooting skills with client workstations. Familiarity with smartphone and tablet support is preferred. Knowledge of Apple/Mac is highly desirable. Experience with corporate-level help desk and call tracking software is strongly preferred