It Support Technician

Role Overview:
The primary purpose of the IT Support Technician role is to serve as the initial point of contact for clients seeking technical assistance. The IT Support Technician is responsible for providing first-line support through the helpdesk system, efficiently and professionally resolving technical issues related to hardware, software, and network problems. This role involves troubleshooting, setting up, configuring, and maintaining IT equipment and systems, as well as logging and tracking support requests to ensure timely updates and communication with clients.

Key Responsibilities:

• Serve as the first point of contact for clients seeking technical assistance.

• Provide first-line support through the helpdesk system, addressing and resolving technical issues efficiently and professionally.

• Troubleshoot and resolve hardware, software, and network issues.

• Assist with the setup, configuration, and maintenance of IT equipment and systems.

• Log and track support requests, ensuring timely updates and communication with clients.

• Escalate complex issues to higher-level support teams as needed.

• Maintain a high level of customer satisfaction through excellent communication and problem-solving skills.

• Provide clear and concise instructions and explanations to clients.

• Document all support activities, solutions, and follow-up actions.

• Update and maintain technical documentation and knowledge bases

• Identify areas for improvement in support processes and suggest enhancements.

• Work collaboratively with other IT team members to resolve complex issues.

• Participate in team meetings and contribute to the continuous improvement of support services.

Qualifications and Skills:

• Proficiency with helpdesk systems and support ticket tracking.

• Excellent analytical and problem-solving skills.

• Ability to diagnose and resolve technical issues efficiently and effectively.

• Ability to explain technical concepts clearly to non-technical clients.

• Strong customer service orientation with a focus on maintaininghigh levels of client satisfaction.

• Strong knowledge and experience in troubleshooting hardware, software, and network issues.

• Experience using Office 365

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