Establishes and maintains user accounts, assigns file permissions and establishes password and account policies; installs, upgrades, configures, tests, maintains and supports operating system software in a production environment. Provides support to end users on a variety of IT-related issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.Responsibilities:Manage and prioritize IT ticket queues, ensuring timely and efficient resolution of technical issues for end-users.Provide first-level technical support for hardware, software, network, and connectivity problems, striving for quick resolution and minimal downtime.Diagnose, troubleshoot, and resolve technical issues related to Microsoft Windows, Active Directory, Azure Active Directory, Office 365 including Teams, Exchange, SharePoint, OneDrive, Word, Excel, PowerPoint, and other relevant software.Assist users in setting up and configuring hardware and software, including laptops, desktops, printers, and mobile devices.Collaborate with senior IT staff to escalate complex issues and contribute to the resolution process.Document and maintain accurate records of all support requests, actions taken, and resolutions in the IT ticketing system.Participate in the development and improvement of IT support procedures, knowledge base articles, and self-help resources.Provide exceptional customer service, ensuring users are informed about the progress of their support requests and issues are resolved to their satisfaction.Contribute to IT projects and initiatives as needed, providing technical expertise and insights.
