<p>Role Summary</p> <p>Provide entry-level onsite IT support for end users by following documented procedures and escalation paths. This role focuses on basic troubleshooting, customer assistance, and hands-on support, with training and guidance provided.</p> <p>Key Responsibilities</p> <p>User Support</p> <ul> <li>Provide walk-up and desk-side support for common IT issues </li><li>Assist users with basic questions and requests </li><li>Support new hire and intern onboarding activities </li><li>Deliver friendly, professional customer service </li><li>Escalate issues when troubleshooting steps are exhausted </li></ul> <p>Hardware & Device Support</p> <ul> <li>Assist with setup and basic troubleshooting of:Laptops, monitors, keyboards, mice, and peripherals Mobile phones and tablets </li><li>Perform simple break/fix actions: Device swaps Cable replacement Power and connectivity checks </li><li>Support basic printer issues (paper jams, toner replacement) </li></ul> <p>Software & Application Support</p> <ul> <li>Assist users with common applications, including:Google WorkspaceMicrosoft OfficeZoom and Slack </li><li>Help users with login issues, password resets, and MFA prompts </li><li>Follow runbooks to resolve common application issues </li></ul> <p>AV & Conference Room Support</p> <ul> <li>Perform basic conference room checks:Powering on equipmentVerifying displays and connections </li><li>Report and escalate AV issues using documented procedures </li></ul> <p>Network & Connectivity (Basic)</p> <ul> <li>Assist users with basic connectivity issues:Wi-Fi connectionVPN login </li><li>Perform simple checks (cables, adapters, device settings) </li><li>Escalate network issues to senior support teams </li></ul> <p>Access & Security Support</p> <ul> <li>Assist with:Account access requestsDevice enrollment and setup </li><li>Follow security procedures for device handling and returns </li></ul> <p>Asset & Inventory Support</p> <ul> <li>Help manage IT inventory and storage areas </li><li>Assist with asset tagging and equipment tracking </li><li>Prepare equipment for new hires, reuse, or return </li><li>Support equipment vending machines if applicable </li></ul> <p>Process & Team Support</p> <ul> <li>Follow documented procedures, runbooks, and checklists </li><li>Accurately log and update tickets in the ITSM system </li><li>Participate in training, onboarding, and refresher sessions </li><li>Ask questions and seek guidance when needed </li></ul> <p>KPIs & Expectations</p> <ul> <li>Meet assigned ticket volume targets </li><li>Follow SLAs and escalation timelines </li><li>Maintain positive customer satisfaction scores </li><li>Respond promptly to walk-up and chat requests </li></ul> <p>Required Skills & Experience</p> <ul> <li>0-1 year of IT support or customer service experience (training provided) </li><li>Basic familiarity with:Windows or macOSCommon productivity tools </li><li>Strong communication and customer service skills </li><li>Willingness to learn and follow procedures </li><li>Reliable onsite presence and punctuality </li></ul> <p>Nice to Have (Not Required)</p> <ul> <li>IT coursework, certification, or technical training </li><li>Experience in retail, hospitality, or customer support roles </li><li>Interest in growing a career in IT support </li></ul>