PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Identity and Access Management (basic account creation/reset)
- Onboarding/Offboarding
- Troubleshooting common hardware/software issues
- IT Asset support (end-user equipment)
- Documentation and basic reporting
- Compliance alignment (first-line enforcement)
- Respond to user inquiries via phone, email, chat or ticketing system in a timely and professional manner
- Provide first-level technical support for hardware, software, network and application issues
- Diagnose and resolve basic technical problems, including login issues, printer errors and connectivity problems
- Document all support interactions, troubleshooting steps and resolutions in the help desk system
- Assist with setup and configuration of desktops, laptops, mobile devices and peripherals
- Escalate unresolved issues to Level 2 or Level 3 support teams with detailed notes
- Support password resets, account unlocks and basic user access management
- Maintain knowledge-base articles and contribute to internal documentation
- Perform routine maintenance tasks such as software updates and system checks
- Deliver excellent customer service and follow up to ensure user satisfaction
- Duties as required by the Systems Administrator which includes helping with administrative tasks on software and infrastructure-related technologies.
- Training on technologies from the Systems Administrator
- Active Directory, DHCP, Patching, DNS
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:
* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.