- Serves as an initial point of contact for IT-related inquiries and technical support requests from employees.
- Provides timely and courteous assistance to users experiencing hardware, software, or network issues, either in person or via remote support tools.
- Troubleshoots and resolves technical problems related to desktops, laptops, printers, mobile devices, and other IT peripherals.
- Installs, configures, and maintains hardware and software applications according to company guidelines.
- Collaborates with the IT team to escalate complex issues and ensures prompt resolution.
- Documents all support activities, including issue diagnosis, troubleshooting steps, and resolutions, in the ticketing system.
- Assists in the setup and configuration of new user accounts, email addresses, and access permissions.
- Conducts regular maintenance tasks, such as software updates, system patches, and antivirus scans.
- Monitors IT inventory levels, tracks equipment usage, and coordinates hardware repairs or replacements as needed.
- Adheres to company policies and procedures related to IT security, data protection, and user confidentiality.
- Assists with special IT projects and initiatives as assigned by management.
- High school diploma or GED is required; some college/technical training is preferred
- Previous experience in a technical support role, preferably in an IT service desk environment is preferred; minimum of 1 year of relevant experience is required
- Relevant industry certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are preferred
- Demonstrated ability to diagnose and resolve hardware, software, and network issues using systematic problem-solving techniques
- Exceptional interpersonal and communication skills with a customer-centric approach to service delivery; Ability to effectively communicate technical information to non-technical users
- Flexibility to adapt to changing priorities and work effectively in a fast-paced environment with minimal supervision
- Proven ability to work collaboratively within a team environment, share knowledge, and contribute to the achievement of team goals
- Strong organizational skills with a keen eye for detail and accuracy in documenting support activities and maintaining IT inventory records
- Excellent time management skills with the ability to prioritize tasks, manage multiple assignments simultaneously, and meet deadlines
- Ability to maintain a high degree of professionalism, integrity, and discretion when handling sensitive information and interacting with users at all levels of the organization
- Ability to withstand prolonged periods sitting at a desk
- Frequent use of upper extremities to perform keyboard functions and work on a computer
- Ability to occasionally stand/walk
- Ability to lift and move computer equipment weighing up to 50 pounds and perform tasks requiring bending, stooping, and reaching in various work environments.
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IT Support - Duquesne, United States - American Textile
Description
JOB SUMMARY:
The IT Support will be the first point of contact for all IT-related inquiries and technical support within our organization.
Working closely with our IT team, this individual will provide efficient assistance to resolve hardware, software, and some network issues, ensuring minimal disruption to our operations.
The IT Support will utilize their excellent communication skills and strong problem-solving abilities to deliver exceptional customer service.PRIMARY RESPONSIBILITIES:
ESSENTIAL QUALIFICATIONS:
PHYSICAL DEMANDS:
