Detailed JD (Roles and Responsibilities) |
Key Responsibilities:
End User Computing (EUC):
• Provide remote support for desktops, laptops, iPhones, and mobile devices.
• Troubleshoot and resolve issues related to:
• Google Workspace (Gmail, Drive, Meet, Calendar)
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Windows & macOS operating systems
• Assist users with device setup, software installation, and configuration.
• Support printer setup, driver issues, and network printing.
• Manage user accounts, access permissions, and device compliance.
• Ensure endpoint security and patching standards are met.
• Maintain accurate documentation of incidents, resolutions, and assets using ITSM tools.
Audio Visual & Conferencing Room Support:
• Remotely monitor and support AV systems and conferencing room setups.
• Conduct scheduled preventative maintenance checks (onsite as needed).
• Troubleshoot AV issues including display, audio, and connectivity problems.
• Support conferencing platforms: Google Meet hardware, Zoom Rooms, Microsoft Teams Rooms.
• Coordinate with onsite teams and vendors for AV equipment servicing.
• Maintain AV documentation, room layouts, and inventory records.
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Required Skills & Experience:
• Minimum 4+ years of experience in IT support or remote desktop services.
• Strong working knowledge of:
• Google Workspace and Microsoft 365
• Windows, macOS, and iOS platforms
• Printer and peripheral troubleshooting
• Experience with AV systems and conferencing technologies.
• Familiarity with ITSM platforms (e.g., ServiceNow, Jira).
• Excellent spoken and written communication skills.
• Ability to work independently and manage remote support queues efficiently.
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Preferred Certifications:
• Google IT Support Professional Certificate
• Microsoft Certified: Modern Desktop Administrator Associate
• AVIXA CTS (Certified Technology Specialist)
• ITIL Foundation Certification |
