Help Desk

The Role

The Technical Support Representative (Help Desk) – Hardware Support provides technical assistance to end users with a focus on hardware-related issues. This role may operate at an L1 or L2 level depending on experience and is responsible for troubleshooting, maintaining, and supporting end-user equipment while following established procedures and escalating complex issues when required.

Responsibilities

• Provide L1/L2 hardware support to end users via phone, email, and other electronic media.

• Set up, configure, and maintain laptops, desktops, and peripheral equipment.

• Support new hire onboarding, office moves, and visiting staff with hardware needs.

• Troubleshoot and resolve hardware issues, including basic break/fix tasks.

• Maintain and track IT assets, peripherals, and loaner equipment.

• Document all incidents, ...