Primary Duties & Responsibilities User Support

• Provide timely assistance to users via tickets, email, phone, and chat.
• Offer step-by-step guidance to resolve hardware, software, network, and application issues.
• Document support issues and resolutions using a ticketing system, ensuring detailed and accurate records.

Issue Diagnosis and Resolution

• Analyze and troubleshoot reported problems to identify root cause.
• Research, test, and implement appropriate solutions, documenting resolutions for future reference.
• Escalate unresolved or complex issues to higher-level teams as necessary.

Software and Hardware Support

• Install, configure, and troubleshoot software, operating systems, and tools in line with IT security standards.
• Assist with hardware setups for workstations, printers, scanners, and mobile devices.
• Administer patch management tools and apply updates regularly to ensure compliance.

Active Directory Management

• Administer and manage Active Directory infrastructure, including user accounts, groups, and security permissions.
• Troubleshoot authentication and access control issues.
• Enforce security best practices in the Active Directory environment.

Network and Connectivity

• Diagnose and resolve connectivity issues for both wired and wireless network.
• Support users with corporate networks, VPNs, and remote access solutions.

Auditing and Compliance

• Conduct regular audits of file server permissions and Active Directory security settings.
• Perform vulnerability scans and remediate identified security issues.
• Monitor and prioritize critical updates to maintain security compliance.

Required Skills & Attributes

• Experience: 2- years in IT support, with 1-2 years providing direct end-user support.

 Technical Skills:

• Strong knowledge of Active Directory management, group policies and user management.
• Expertise in Windows operating systems, networking concepts, and remote support tools (e.g., Bomgar).
• Experience with IT asset management tools like Lan Sweeper and backup solutions.
• Familiarity with cloud technologies and vulnerability management.
• Knowledgeable in configuring and managing Windows servers and file permissions.

Soft Skills:

• Excellent verbal and written communication skills, including the ability to create technical documentation.
• Strong problem-solving and customer service skills

Required Qualifications

• Education: Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
• Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.