Key responsibilities

Provide level one helpdesk support to clients via Jira and Tiger paw ticketing systems and, if necessary, follow up over the phone and via ConnectWise.
Troubleshoot and support Windows and Mac OS users.
Install and troubleshoot printer-related issues.
Create and maintain user accounts in the AD and O365.
Help in installing applications and giving end-user access to systems.
Watch over and take care of any unassigned queues in the ticketing system.
Utilize preset service levels to close tickets.
Study, identify, and diagnose flaws and symptoms using standard methods and procedures to restore service and user equipment.
Carry out additional tasks as needed.

Key competencies/skills

Strong practical expertise with Active Directory.
Technical support experience in a fast-paced, constantly changing workplace.
Experience working with ticketing systems such as Tiger Paw, Jira, and Freshdesk.
Experience in end-user support using tools such as Comodo and ConnectWise.
Excellent communication and customer service abilities.
Support experience for an environment with Windows, Linux, and Mac Operating Systems.
The ability to communicate technical knowledge to business units without technical expertise.

Required Qualifications & Experience

1-2 years experience in a fast-paced IT support environment.
Bachelor's degree, preferably in IT and Computer Science or equivalent.
Good communication and documentation skills.
Strong software knowledge.
Readiness to work in flexible hours (day or night shifts).