Roles and Responsibilities:
Provide phone support for computer and telecom issues
Troubleshoot desktop computers and network problems
Install and configure software packages, operating systems, and networking components
Customize and adapt existing programs to user requirements
Update and create technical documentation
Recommend and implement network infrastructure improvements
Oversee and manage IT department resources for large projects
Administer computer and phone systems
Communicate updates and completion status to managers and users
Training on company-specific IT systems and software
Documentation templates and checklists for troubleshooting and installations
Quality assurance standards for help desk support
Network infrastructure diagrams and configuration guides
Project management guidelines for IT projects
Customer service and communication skills training
Qualification:
Associate or Diploma/Bachelors degree in computer science or related field
Experience in help desk or technical support roles
Relevant technical certifications (e.g., A+, Network+, CCENT, CCNA) preferred