Primary Responsibilities Serves as the first point of contact for technical support within an organization. Assist users in resolving hardware, software, and network-related issues, either remotely or on-site. Ensure smooth operation of IT systems and minimize downtime for end-users. Respond to incoming support request via phone, email, ticketing system. diagnose and troubleshoot hardware/software issues Log and manage support tickets using IT service management tools (ITSM), document issues and resolutions for future reference and knowledge sharing, maintain accurate records of user interactions and technical issues. Install and configure desktops, laptops, printers, and mobile devices onsite and remotely, support the setup of email, VPN, remote access, and user accounts, deploy software updates, patches, and antivirus solutions. Monitor system alerts and health indicators, perform routine maintenance to prevent issues before they occur. Educate users on common issues and best practices, communicate downtime, changes, and maintenance schedules. Collaborate with internal and external IT teams and business users to develop, document, and test the Business Continuity plan, ensuring preparedness for potential disruptions or disasters. Must be available during normal business hours for the hired location and may act as overnight support for all locations depending on region coverage, ensuring timely resolution of IT issues and emergencies. Possess a strong understanding of Office products, Windows Operating Systems (particularly Windows 11 Professional), Windows Server Operating Systems (especially Active Directory), VMWare, and Office 365 administration, Virtual Server Software and Management Qualifications Required: CompTIA A+ Certified - Entry-level certification in hardware and software support. Brings over 2 years of hands-on experience in IT roles, with proven expertise in network administration, system monitoring, and infrastructure maintenance. Proficiency in utilizing Network Management and Monitoring systems, with the ability to troubleshoot system performance issues and implement solutions. Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders and collaborate with internal teams and external vendors. Proactive and self-motivated, with a willingness to learn, share knowledge, and cooperate with team members to achieve common goals. Strong problem-solving skills, with the ability to independently solve and be proactive in technical issues and drive continuous improvement in IT operations and services as well as Time management and multitasking Familiarity with Active Directory, user permissions, and account management, and Intune Basic networking knowledge (IP, DNS, DHCP) Show more Show less