Key Responsibilities:

Advanced Technical Support & Troubleshooting:
Provide expert-level, timely, and efficient technical support to end-users and internal stakeholders for all IT-related issues via various channels (in-person, phone, email, remote tools).
Diagnose and resolve complex hardware problems (desktops, laptops, printers, mobile devices, servers), software applications, operating systems (Windows, macOS, Linux), and network connectivity issues.
Perform root cause analysis for recurring issues and implement preventative solutions to reduce future incidents.

System Administration & Maintenance:
Administer and maintain user accounts, permissions, and groups in Active Directory, Azure AD, Gsuite or similar identity management systems.
Manage and configure common business applications (e.g., Microsoft 365/Google Workspace, Zoom).
Assist with the setup, configuration, and basic troubleshooting of network devices (routers, switches, Wi-Fi access points).
Participate in the deployment, configuration, and ongoing maintenance of corporate hardware and software assets.
AV setup managment

Process Improvement & Documentation:
Identify opportunities to streamline IT support processes, improve efficiency, and enhance the user experience.
Develop and maintain comprehensive technical documentation, knowledge base articles, and user guides for common issues and procedures.
Contribute to the creation and refinement of IT policies, standards, and best practices.
Utilize IT Service Management (ITSM) tools (e.g., Jira Service Desk,) for efficient ticket management, tracking, and reporting.

Project Involvement & Collaboration:
Lead or contribute to IT projects such as system upgrades, software rollouts, hardware refreshes, and office moves.
Collaborate closely with other IT teams (e.g., Network, Systems, Security) to resolve cross-functional issues and ensure seamless service delivery.
Train and onboard new employees on IT systems and best practices.

Security & Compliance:
Enforce IT security policies and procedures, including antivirus management, patch management, and data protection guidelines.
Educate users on security best practices and phishing awareness.
Assist in maintaining IT asset inventory and lifecycle management.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
Minimum of 5 years of progressive experience in an IT Support, Desktop Support, Help Desk Tier 2/3, or similar role.
Demonstrated expertise in supporting and troubleshooting:
Microsoft Windows operating systems (Windows 10/11) and macOS.
Microsoft Office 365 suite (Outlook, Word, Excel, SharePoint, Teams) and Google Workspace.
Active Directory and/or Azure Active Directory user and group management.
Network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi connectivity).
Hardware diagnostics and repair for desktops, laptops, and peripherals.
Remote support tools and techniques.
Experience with IT Service Management (ITSM) platforms and ticketing systems (e.g., Jira Service Desk, ServiceNow).
Experience with scripting (e.g., PowerShell, Python) for automation of routine tasks is highly desirable.
Relevant certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or similar are a significant advantage.

Skills:

Exceptional problem-solving and analytical skills with a methodical approach to technical challenges.
Excellent communication skills (verbal and written), with the ability to explain technical concepts clearly to non-technical users.
Strong customer service orientation with a patient, empathetic, and professional demeanor.
Ability to work independently, prioritize tasks effectively, and manage multiple requests simultaneously in a fast-paced environment.
A strong desire for continuous learning and staying updated with new technologies.

Information Technology Support Engineer