As a User Support Technician, you will play a crucial role in providing technical assistance and support to end users within our organization. You will be responsible for diagnosing and resolving software and hardware issues, maintaining computer systems, and assisting users with technical problems. The ideal candidate is customer-oriented, possesses excellent problem-solving skills, and has a strong understanding of various computer systems and applications.

Responsibilities:

• Provide prompt and courteous technical support to end users via various channels such as phone, email, chat, or in person.
• Diagnose and resolve hardware and software issues reported by users, including desktops, laptops, printers, and other peripheral devices.
• Install, configure, and maintain computer hardware, software, and operating systems.
• Collaborate with other IT team members to escalate and resolve complex technical issues.
• Assist with network troubleshooting and connectivity problems.
• Create and maintain user accounts and permissions in accordance with company policies.
• Conduct software installations, updates, and patches on user devices.
• Train and guide users on the proper use of hardware, software, and other technical equipment.
• Document and maintain records of user inquiries, issues, and solutions in a ticketing system.
• Stay up to date with technological advancements and industry trends in order to provide the best possible support to users.
• Contribute to the development and improvement of user support processes and procedures.

Requirements:

• Proven work experience as a User Support Technician or similar role.
• Solid knowledge of Windows and macOS operating systems.
• Familiarity with network infrastructure, including LAN/WAN, TCP/IP, and VPN.
• Strong troubleshooting skills to identify and resolve hardware and software issues.
• Excellent communication and customer service skills.
• Ability to work effectively both independently and as part of a team.
• Attention to detail and ability to prioritize tasks in a fast-paced environment.
• Technical certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
• Familiarity with remote support tools and ticketing systems is preferred.
• Ability to adapt to changing technologies and learn new systems quickly.