L1 Deskside Support

Key Responsibilities

End-User Support

• Respond promptly to support requests via phone, email, or ticketing systems.
• Log, categorize, and prioritize incidents and service requests using ITSM tools (e.g., ServiceNow, Freshdesk).
• Troubleshoot and resolve hardware/software issues, including password resets, connectivity problems, and application errors.
• Guide users through troubleshooting steps and document solutions for future reference.

Account & Access Management

• Assist with user account creation, access provisioning, and deactivation.
• Manage onboarding/offboarding processes, including password resets and account unlocks.

System & Application Support

• Provide support for Windows OS, Mac OS, Microsoft Office Suite, and Apple hardware break/fix.
• Install, configure, and troubleshoot business applications and software.
• Support cloud technologies (AWS, Azure) and collaboration tools (Zoom, G Suite, Jumpcloud, Workato).

Network & Connectivity

• Monitor and maintain internet connectivity; address performance-related issues.
• Perform basic networking checks (connectivity, latency).

Asset & Inventory Management

• Maintain and update IT asset inventory.
• Oversee tech refresh activities for computer assets.
• Coordinate with vendors regarding IT assets.

Project & Documentation

• Collaborate with IT Systems, Network, and other teams for new deployments and project implementations.

Qualifications & Skill

• sBachelor’s degree in Computer Science, IT, or related field (preferred)
• .1–3 years of experience in IT support/helpdesk roles
• .Familiarity with ITSM platforms (ServiceNow, Freshdesk, Remedyforce)
• .Strong knowledge of Windows OS, Mac OS, MS Office Suite, and basic networking
• .Experience with Apple hardware troubleshooting
• .Knowledge of cloud technologies (AWS, Azure)
• .Excellent communication and customer service skills
• .Ability to work independently and manage multiple tasks efficiently

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Work Environme

• ntOffice-based or hybrid, depending on organizational polic
• y.May require occasional after-hours or weekend suppor