Core Responsibilities1. Technical Troubleshooting & Support (The Core)
* Help Desk/Service Desk: Respond to user requests via tickets, phone, email, or chat. This is Tier 1 & Tier 2 support.
* Diagnosis & Resolution: Identify and fix hardware (laptops, desktops, printers), software (OS, MS Office, business applications), and basic network (connectivity, Wi-Fi) issues.
* Incident Management: Log, track, prioritize, and resolve incidents, escalating complex problems (Tier 3) to network or systems engineers when necessary.
2. System Administration & Maintenance
* User Account Management: Create, modify, and disable user accounts in systems like Active Directory, Microsoft 365/Entra ID, or other SaaS platforms.
* Device Provisioning: Set up, configure, and deploy new hardware (laptops, phones) for employees (onboarding).
* Security & Access: Implement basic security policies, assist with password resets, and educate users on security best practices.
* Maintenance: Perform regular updates, patches, and system checks to prevent issues.
3. Documentation & Knowledge Sharing
* Knowledge Base: Create and update clear documentation for common issues and solutions (e.g., "How to connect to the VPN").
* Ticket Logging: Maintain detailed records of issues and resolutions for future reference and reporting.
4. Project Work & Improvements
* Assist in IT projects like office moves, software rollouts (e.g., new CRM), or hardware upgrades.
* Suggest improvements to processes or systems to enhance reliability and user experience.
Job Types: Full-time, Part-time
Pay: $65,000.00 – $85,000.00 per year
Expected hours: 40 per week
Benefits:
* Dental insurance
* Health insurance
* Life insurance
* Vision insurance
Work Location: In person