Technical Support

The Technical Support is responsible for delivering day-to-day IT support to employees within their assigned site while providing a high level of customer service. This role serves as the first point of contact for end-user technology issues and works closely with global IT teams to resolve incidents, fulfill service requests, and support a positive end-user experience.

Working within established processes and procedures, the Technical Support Specialist performs front-line support for hardware, software, collaboration technologies, and workplace IT services. More complex issues are escalated to the appropriate support teams while maintaining ownership through resolution.

Key Responsibilities

• Provide first-line technical support for desktops, laptops, mobile devices, printers, and peripheral equipment.

• Diagnose, troubleshoot, and resolve hardware, software, operating system, and application issues.

• Support the AskIT desk by delivering walk-up, scheduled, and remote technical assistance.

• Install, configure, replace, and deploy Windows laptops, desktops, and approved peripherals.

• Perform workstation imaging, software installation, and standard configuration activities.

• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.

• Assist users with collaboration technologies, including Microsoft Teams, Zoom, conference rooms, and meeting room equipment.

• Create, update, and resolve incidents and service requests within established SLA and OLA targets.

• Maintain accurate documentation of work performed, asset information, and knowledge articles when appropriate.

• Perform hardware moves, ads, changes, replacements, and equipment refresh activities.

• Support new hire onboarding, employee transfers, and offboarding activities.

• Coordinate warranty repairs and hardware replacement with approved vendors.

• Provide hands-and-eyes support for infrastructure, networking, AV, and server teams when requested.

• Maintain inventory accuracy by following asset management processes and updating asset records.

• Escalate unresolved or complex issues to the appropriate support teams while keeping customers informed.

• Follow IT security policies, standard operating procedures, and change management processes.

• Deliver professional, courteous, and timely customer service while building positive relationships with end users.

• High School Diploma or equivalent required.

• One or more years of experience in desktop or end-user technical support preferred.

• Experience supporting Windows operating systems and Lenovo desktop and laptop hardware.

• Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and Office applications.

• Experience supporting printers, mobile devices, and common workplace technologies.

• Familiarity with ServiceNow or a similar IT Service Management platform.

• Basic understanding of networking concepts, VPN connectivity, and enterprise security practices.

• Strong troubleshooting, communication, and customer service skills.

• Ability to prioritize multiple tasks while meeting service level expectations.

• Ability to work independently and collaboratively within a team environment.

Preferred Qualifications

• Associate or bachelor's degree in information technology or a related field.

• Experience supporting Apple macOS and iOS devices.

• Experience with Microsoft Intune, SCCM, or endpoint management tools.

• ITIL Foundation certification or equivalent IT service management experience.

• Experience supporting conference room technology and hybrid meeting environments.