IT helpdesk Support

Key Responsibilities: Provide first-level technical support for faculty, staff, and students via phone, email, or ticketing system. 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 the setup, configuration, and maintenance of workstations, user accounts, and peripheral devices. Ensure timely delivery of support in line with Service Level Agreements (SLAs) and client processes. Collaborate with the remote operations team to monitor system health, updates, and maintenance schedules. Maintain professionalism and customer focus in all interactions, ensuring a positive support experience. Participate in regular service reviews, reporting trends and recurri...