Desktop Support Associate

• Provide first-level support for desktop systems, including laptops, PCs, and peripherals (printers, scanners, etc.).
• Troubleshoot hardware, software, and network issues for users in person, over the phone, or remotely.
• Assist with software installation, configuration, and updates.
• Resolve operating system issues (Windows, macOS, Linux) and ensure proper functionality.

System Setup & Maintenance:

• Set up and configure new desktops, laptops, and mobile devices for employees.
• Install and configure necessary software applications and ensure they are functioning correctly.
• Maintain hardware components, replace faulty parts, and manage warranty repairs or replacements.

Network and Connectivity Support:

• Assist with network troubleshooting, including Wi-Fi, LAN, and VPN configurations.
• Ensure that all desktops and laptops are properly connected to the network and can access network resources like file servers, printers, and the internet.
• Troubleshoot email configuration, internet connectivity, and remote access issues.

User Assistance & Training:

• Provide training and guidance to users on basic IT functions, best practices, and use of specific tools/software.
• Respond to user inquiries, track issues, and follow up on support tickets until resolution.

Documentation:

• Maintain records of all support requests, resolutions, and equipment inventories.
• Document system configurations, troubleshooting procedures, and installation guides.

Security Management:

• Ensure that all systems have up-to-date antivirus software and security patches.
• Assist with user access controls, including setting up user accounts, passwords, and permissions.
• Follow organizational IT security protocols to protect sensitive data and prevent unauthorized access.

Collaboration:

• Work closely with the IT team to escalate complex issues that require specialized technical expertise.
• Coordinate with vendors for equipment repairs or software troubleshooting when needed.

Required Skills:

Technical Proficiency:

• Strong knowledge of operating systems, especially Windows and macOS (Linux is a plus).
• Familiarity with desktop hardware components, peripherals, and printers.
• Experience in troubleshooting and supporting Microsoft Office, email clients, and other standard enterprise applications.

Networking:

• Basic knowledge of network configurations, including TCP/IP, DNS, Wi-Fi, and VPN.
• Ability to troubleshoot internet connectivity issues and configure network devices.

Communication:

• Excellent verbal and written communication skills to explain technical issues in non-technical terms.
• Good customer service and interpersonal skills for