Job Description

Core Responsibilities:
Provide technical support: Answer user inquiries, troubleshoot hardware and software problems, and guide users through solutions.
Troubleshoot and diagnose: Identify the root cause of technical issues and implement appropriate solutions.
Document and track issues: Log all incidents, including descriptions, troubleshooting steps, and resolutions, for future reference.
Escalate complex issues: Forward unresolved problems to higher-level IT personnel for further investigation and resolution.
Maintain and update knowledge base: Contribute to the creation and maintenance of a knowledge base of common issues and solutions.
Provide training and guidance: Assist users with basic IT skills and provide guidance on using company software and hardware.
Follow up on resolved issues: Ensure that users are satisfied with the solutions provided and follow up on any outstanding issues.
Maintain accurate records: Keep detailed records of all support requests, including the problem, solution, and resolution time.
Monitor system performance: Monitor system performance and identify potential problems before they escalate.
Stay current with technology: Keep up-to-date with the latest IT trends and technologies.
Communicate effectively: Communicate clearly and concisely with users, both verbally and in writing.
Provide excellent customer service: Be patient, helpful, and understanding when dealing with users who may be frustrated or unsure of how to use technology.

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