Responsibilities

Serve as the first point of contact for employees experiencing technical difficulties via phone, email, chat, or in person

Provide friendly, patient, and professional customer service to end-users at all levels of the organization

Log, track, and resolve incoming help desk tickets in a timely and thorough manner

Diagnose and resolve basic hardware, software, and connectivity issues for end-users across multiple locations

Escalate complex or unresolved issues to senior IT staff with detailed documentation of steps already taken

Follow established procedures and knowledge base articles to resolve common support requests

Assist in the setup, configuration, and deployment of laptops, desktops, peripherals, and mobile devices for new employees

Support basic account provisioning and access requests under the guidance of senior IT staff

Document common issues, resolutions, and how-to guides to help build out Help Desk knowledge base resources

Follow and help maintain IT procedures and standard operating documentation

Assist the IT team with day-to-day operational tasks and project support as needed

Execute other duties typical of an entry-level IT support role as assigned