Job Description

• Assist in monitoring office network health and escalating issues to senior staff as needed.

• Support the implementation of basic security protocols (e.g., antivirus updates, access controls) under supervision.

• Help manage the lifecycle of IT assets, including imaging, deployment, tracking, and basic maintenance.

• Use ITSM tools to log, categorize, and resolve support tickets within agreed SLAS.

• Maintain accurate documentation of hardware inventory, software licenses, and service processes.

• Provide first-level (L1) and basic second level (1.2) support for hardware, software, and connectivity issues.

• Assist end-users with common applications, operating systems, and peripherals.

• Participate in on-call rotation as a supporting member for after-hours issues (with escalation to senior staff).

Job Specification

• Education: Bachelor’s Degree in a related field (e.g., IT. Computer Science, Engineering).

• Experience: 0-2 years of professional experience in IT support or operations (internships and relevant project work count).

• Technical Skills: Basic understanding of Windows/Mac OS, Microsoft 365, networking fundamentals (IP, DNS, DHCP), and ticketing systems.

• Preferred (The “Standout” Candidate):

• Education: Bachelor’s degree in information systems, Computer Science, or similar.

• CompTIA A+ or Network

• Microsoft 365 Fundamentals (MS-900)

• ITIL 4 Foundation (s plus, but not required)

• Ability to explain technical issues clearly and politely to non-technical users.

• Patient and helpful attitude when resolving end-user problems.

• Willingness to develop new skills and accept guidance from senior team members.

• Accurately document tickets, assets, and troubleshooting steps.

• Maintain composure when handling multiple support requests or minor system hiccups