Provide technical assistance and support to our internal users, ensuring smooth operation of their desktop and laptop systems. The ideal candidate will have expertise in Active Directory administration, Windows operating systems, imaging technologies, documentation practices, and excellent communication skills.

Key Responsibilities:

• Provide first-level technical support to end-users via phone, email, chat, or in person.
• Install, configure, and troubleshoot desktop hardware and software components, including operating systems, applications, and peripherals.
• Manage user accounts, security groups, and access permissions in Active Directory.
• Perform system imaging and deployment using imaging tools (e.g., Microsoft Deployment Toolkit, Symantec Ghost).
• Document support activities, solutions, and procedures for knowledge sharing and future reference.
• Collaborate with IT teams to resolve escalated technical issues and implement solutions.
• Conduct user training sessions on desktop systems, applications, and security best practices.
• Monitor and maintain inventory of desktop equipment and software licenses.
• Ensure compliance with IT policies, procedures, and standards.
• Communicate effectively with end-users and stakeholders to provide updates on support tickets and project statuses.

Requirements:

• High school diploma or equivalent; technical certifications or degree in a related field is a plus.
• 2 years of experience in desktop support or a similar IT role.
• Proficiency in supporting Windows desktop operating systems (Windows 7, 10) and Microsoft Office applications.
• Strong knowledge of Active Directory administration, including user management, group policy, and security permissions.
• Experience with system imaging and deployment tools, such as Microsoft Deployment Toolkit (MDT) or similar solutions.
• Excellent documentation skills, with the ability to create clear and concise technical documentation.
• Strong troubleshooting and problem-solving skills, with attention to detail.
• Excellent communication and interpersonal skills, with the ability to interact professionally with end-users and stakeholders.
• Ability to work independently and as part of a team in a fast-paced environment.
• Willingness to learn and adapt to new technologies and processes.

Preferred Qualifications:

• CompTIA A certification or equivalent.
• Experience with IT service management (ITSM) tools, such as ServiceNow or Remedy.
• Familiarity with remote desktop support tools and ticketing systems.
• Knowledge of network protocols and basic networking concepts.
• Experience with mobile device management (MDM) solutions.
• Familiarity with scripting languages (e.g., PowerShell) for automation tasks.