As an IT L1 Desktop Support Associate, you are the first responder for all internal technology needs. Your mission is to ensure our team stays productive by providing fast, friendly, and effective technical support. From setting up new laptops to fixing Wi-Fi glitches, you are the face of the IT department, ensuring that tech hurdles never slow down our business operations.
Core Responsibilities
- Troubleshooting & Fixes: Diagnose and resolve basic hardware, software, and network issues (e.g., printer connectivity, password resets, or slow applications).
- Hardware Setup: Prepare and deploy workstations for new hires, including installing monitors, docking stations, and peripherals.
- Software Installation: Install and configure company-approved software, operating systems (Windows/macOS), and mobile device management (MDM) tools.
- Ticket Management: Monitor the IT Help Desk queue. You will log, categorize, and prioritize incoming requests, ensuring every employee receives a timely update.
- Account Administration: Assist with basic user management in Active Directory or Microsoft 365, such as creating email accounts or managing folder permissions.
- Asset Tracking: Maintain a tidy and accurate inventory of all IT equipment, including laptops, keyboards, and cables.
- Escalation: Identify complex issues that require specialized knowledge and warm handoff those tickets to the L2 or L3 Senior Engineering teams.
