Information Technology Help Desk Support

Responsible for providing first-level and advanced technical support to end-users by diagnosing and resolving issues related to hardware, software, network connectivity, and Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive, ensuring timely resolution of incidents in compliance with service level agreements (SLAs), effective management of user accounts and permissions, and maintains accurate documentation of all transactions.

Responsibilities

• Provide day-to-day IT help desk support by diagnosing, resolving, and documenting incidents and service requests in accordance with established procedures and SLAs.
• Manage and update tickets accurately by capturing complete and relevant information, applying appropriate categorization and prioritization, and ensuring timely resolution or escalation.
• Perform basic to intermediate troubleshooting across applications, systems, endpoints, and connectivity issues using approved...