What are the responsibilities and job description for the Hardware Technician position at Sharp Brains?
Key Responsibilities:
- Provide L1 technical support for desktops, laptops, printers, and mobile devices (Windows & macOS).
- Manage user accounts, passwords, and permissions in Active Directory (ADDS).
- Support group policy management and user profile configurations.
- Assist with software deployment, patching, and inventory management via SCCM.
- Perform incident resolution and request fulfillment through ITSM tools (e.g., ServiceNow, Remedy, etc.).
- Install, configure, and troubleshoot Microsoft Office 365, VPN, and collaboration tools (Teams, Outlook).
- Support end users in configuring network drives, shared folders, and printers.
- Escalate unresolved technical issues to L2/L3 or vendor support when required.
- Maintain proper documentation of incidents, resolutions, and daily operations.
- Adhere to SLA and ITIL processes for efficient ticket handling and service delivery.