Helpdesk Support Analyst

Key Responsibilities: Provide first-level technical support for faculty, staff, and students via phone, email, or ticketing system. Troubleshooting & Repair: Diagnose and resolve technical issues, perform physical repairs (hardware), and provide software fixes for Apple devices and peripherals. Education: Educate customers on product features, services, updates, and best practices to enhance their experience. Documentation: Accurately log support cases, repairs, and resolutions in Jira ticketing system. Product Knowledge: Continuously develop expertise on Apple products, services, and repair processes. Troubleshoot and resolve issues related to desktops, laptops, printers, networks, and software applications. Support classroom and event Audio-Visual (AV) setups, ensuring smooth operation of conferencing tools and presentation equipment. Log, track, and document all incidents and requests in the ticketing system, escalating as necessary to higher-tier or remote support teams. Assist in ...