A On-site Level 1-2 Help Desk Technician, supports users with technical issues while also handling fundamental server tasks. This role includes first-line support for hardware and software, managing user accounts, performing system backups, and escalating complex issues. Must be capable of moving computer hardware such as computer cases, monitors, servers, printers and peripherals. Must be willing to learn new technologies and take on first level support of the equipment required to manufacture awards.
Key responsibilities
First-line technical support: Respond to, diagnose, and resolve user inquiries and issues for hardware, software, and network connectivity.
User account management: Create, modify, and delete user accounts, and handle password resets or account lockouts.
Device setup and configuration: Set up new computers and other devices according to company standards.
Documentation and knowledge base: Document support tickets, resolutions, and create or maintain knowledge base articles for common issues.
Escalation: Escalate more complex or unresolved problems to vendor technical support channels.
User training: Provide guidance or training to users on how to effectively use IT systems.