We are seeking a customer-focused IT Support professional with 2+ years of experience to serve as the first point of contact for our clients. This role provides support, desktop and laptop assistance, user onboarding/offboarding, and basic network troubleshooting.

KEY RESPONSIBILITIES

Help Desk & End-User Support

• Serve as first point of contact for client staff via phone, email, or in-person
• Provide Tier 1–2 support for desktops, laptops, printers, and mobile devices
• Troubleshoot hardware, software, and connectivity issues
• Perform password resets and Active Directory user management
• Document all incidents and requests in ticketing system

• Set up new user accounts, workstations, and peripherals
• Install and configure required software
• Assist with user orientation and IT security practices
• Support offboarding including account deactivation and equipment retrieval

• Deploy and maintain workstations (Mac and Windows)
• Troubleshoot printers and peripherals
• Assist with meeting room A/V setup
• Maintain hardware inventory and asset records

• Perform basic network troubleshooting (Wi‑Fi, VPN, connectivity)
• Assist with port activation and patching
• Escalate complex issues to T2/T3 engineers

• Assist with iOS and Android device setup
• Support MaaS360 enrollment
• Escalate advanced MDM issues to T2

QUALIFICATIONS & EXPERIENCE

KEY PERFORMANCE INDICATORS (KPIs)

• Meet targets for T1/T2 ticket closure
• Resolve issues at first point of contact where possible
• Maintain high CSAT scores
• Meet SLA response times
• Accurate ticket documentation
• Clear escalation to T2 engineers
• Reliable attendance and coverage