Job Description

In this role, you will be the primary point of contact for end-user IT support, ensuring that technical issues are resolved efficiently. You will handle day-to-day helpdesk responsibilities with professionalism while also performing higher-level tasks. These tasks include routine network maintenance and troubleshooting, ensuring servers are updated and operating smoothly, and managing virtual environments—especially with VMware. Your combined expertise in user support and advanced system maintenance will keep our operations running seamlessly and our technology up to date.

Key Responsibilities

Helpdesk Support:

• Provide first-line technical support for hardware, software, and network issues.
• Troubleshoot workstations, printers, mobile devices, and peripherals.
• Maintain and administer user accounts, permissions, and access control (Active Directory, Office 365, etc.).
• Address service requests promptly, ensuring effective communication and swift resolution.

Advanced IT Tasks:

• Perform routine network maintenance and troubleshooting to secure and optimize connectivity.
• Oversee server maintenance, including updates, performance monitoring, and data backup operations.
• Manage virtual environments using hypervisors, particularly VMware, handling the setup, configuration, and troubleshooting of virtual machines.
• Collaborate with IT teams to enhance network security and optimize system performance.

Additional Duties:

• Install, configure, and update software applications and operating systems.
• Document troubleshooting procedures and maintain a comprehensive knowledge base.
• Provide targeted user training and assistance during technology deployments.
• Support cloud-based applications and remote work environments.
• Assist in tracking IT inventory and guiding procurement decisions for hardware/software.

Required Skills & Qualifications

• Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
• Proven helpdesk and technical support experience (minimum 2 years preferred).
• Strong knowledge of Windows, Android OS, Apple IOS, Office 365, and networking fundamentals .
• Experience with Active Directory, virtualization technologies, and ticketing systems .
• Hands-on experience with server maintenance, network troubleshooting, and managing VMware environments .
• Excellent communication, problem-solving, and customer service skills.
• Ability to prioritize tasks, manage workloads, and work independently.
• Relevant certifications (CompTIA A+, Network+, Microsoft certifications, or VMware related certifications) are a plus.

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