DIAG ★ 2.0

Responsibilities:

• Manage, track, and deliver IT support through the IT ticket system while adhering to SLAs.
• Provide technical support and troubleshooting assistance to staff via phone, email, or in person.
• Diagnose, resolve, install, configure, and maintain hardware, software, and network components.
• Collaborate with other functional teams to resolve complex technical issues, ensuring a seamless user experience.
• Responsible for maintaining accurate documentation and records.
• Participate in IT projects as needed.

Qualifications:

• 1+ years of experience in IT Helpdesk or IT support.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Strong understanding of computer hardware, software, networking, and operating systems.
• Extensive experience with Windows, macOS, and Linux installation and configuration.
• Familiarity with ticketing systems for tracking and resolving support requests.
• Understanding of Active Directory structure and processes for managing user accounts
• Skills in troubleshooting and assisting remotely.
• Intermediate-level proficiency in English (speaking and writing).
• Good communication and problem-solving abilities.

Nice to Have:

• Understanding of ITIL frameworks, SLA agreements, and ISMS standards.
• Ability to research and learn new technology.
• Preferred certifications: Microsoft Certified Professional (MCP), Cisco Certified Network Associate (CCNA), LPIC-1: System Administrator (Linux Certification).