What are the responsibilities and job description for the Technical Support position at NovaLink Solutions?
KNOWLEDGE & EXPERIENCE
- Proven experience in a Desktop Support, Help Desk, or Service Desk role (1-3 years preferred).
- Operating Systems: Strong working knowledge of Microsoft Windows 11 Enterprise environments.
- Ticketing Systems: Experience using ITSM tools to document and track support requests (e.g., Atlassian Jira
Service Management, ServiceNow, or similar).
- Identity Management: Experience with Active Directory Users and Computers (ADUC) and Azure Active
Directory for user and group management.
- Remote Tools: Proficiency with remote support tools (e.g., RDP, TeamViewer, Bomgar, SCCM Remote
Control).
- Networking Basics: Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN) to troubleshoot
connectivity issues.
- Security Tools: Experience supporting Multi-Factor Authentication (MFA) and security tokens (e.g., Cisco Duo,
SafeNet, MobilePass).
- Imaging & Software Deployment: Familiarity with automated computer imaging and deployment technologies
(e.g., SCCM, MECM, Intune, or MDT).
- Peripherals: Hands-on experience troubleshooting network printers, scanners, and docking stations.
- Scripting: Basic understanding of PowerShell for task automation is a plus.
- Knowledge of applicable data security/privacy policies (PII handling).