Technical Support Analyst

Key Responsibilities :

• Provide first-level contact and support for end users via phone, email, remote desktop, or in person.
• Troubleshoot and resolve hardware, software, and network-related issues (Windows, macOS, printers, VPNs, etc.).
• Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment.
• Support Office 365 applications, Active Directory, and other enterprise software tools.
• Log and track all incidents and service requests using a ticketing system (e.G., ServiceNow, Jira, Freshservice).
• Escalate unresolved issues to higher-level support teams as necessary.
• Assist with onboarding and offboarding of employees (account creation, device setup, access management).
• Maintain IT asset inventory and ensure compliance with company IT policies.
• Assist in setting up and maintaining conference room equipment, AV systems, and telephony.
• Perform routine system updates, patching, and maintenance tasks.

Required Qualifications :

Preferred Qualifications :