Serve as the primary on-site point of contact for end-user workstation hardware and software updates.
Manage and triage incoming requests through the helpdesk ticketing system, including ticket assignment, prioritization, resolution, and workflow management.
Diagnose and resolve issues related to End User Computing technologies, including PC hardware, virtualization, Microsoft Office applications, endpoint security tools, and application performance.
Deliver timely and effective incident resolution and escalation management, ensuring service level agreements (SLAs) are consistently met for response time, resolution, and communication.
Support employee onboarding and offboarding activities, including system access provisioning, equipment setup, and decommissioning.
Maintain accurate IT asset inventory records and ensure compliance with established IT policies and procedures.
Perform laptop and desktop imaging, configuration, deployment, and ongoing support.
Other duties may be assigned as business needs evolve.
Knowledge, Skills, And Abilities
Strong expertise in supporting end-user applications and desktop hardware, with a demonstrated track record in system imaging, upgrades, and hardware repairs.
Foundational understanding of WAN, LAN, and wireless networking technologies; experience with Aruba Networks is preferred.
Working knowledge of Microsoft Office applications, SharePoint, and endpoint security platforms such as CrowdStrike and Mimecast.
Excellent interpersonal and communication skills, with the ability to engage effectively with both technical and non-technical users.
Proven ability to thrive in a fast-paced environment, manage competing priorities, and successfully resolve a high volume of support tickets.
High level of accountability, ownership, and self-motivation, with a consistently positive and customer-focused attitude.
Strong written and verbal communication skills, with attention to detail and professionalism.
Ability to represent IT professionally when interacting with management, employees, vendors, and external partners.
Collaborative team player with experience working cross-functionally and an interest in supporting third-party systems and technologies.
Demonstrated ability to provide both internal and external customer support, including clearly explaining technical concepts to non-technical audiences.
