Role Summary

Provide entry-level onsite IT support for end users by following documented procedures and escalation paths. This role focuses on basic troubleshooting, customer assistance, and hands-on support, with training and guidance provided.

Key Responsibilities

User Support

• Provide walk-up and desk-side support for common IT issues
• Assist users with basic questions and requests
• Support new hire and intern onboarding activities
• Deliver friendly, professional customer service
• Escalate issues when troubleshooting steps are exhausted

Hardware & Device Support

• Assist with setup and basic troubleshooting of:
  • Laptops, monitors, keyboards, mice, and peripherals
  • Mobile phones and tablets
• Perform simple break/fix actions:
  • Device swaps
  • Cable replacement
  • Power and connectivity checks
• Support basic printer issues (paper jams, toner replacement)

Software & Application Support

• Assist users with common applications, including:
  • Google Workspace
  • Microsoft Office
  • Zoom and Slack
• Help users with login issues, password resets, and MFA prompts
• Follow runbooks to resolve common application issues

AV & Conference Room Support

• Perform basic conference room checks:
  • Powering on equipment
  • Verifying displays and connections
• Report and escalate AV issues using documented procedures

Network & Connectivity (Basic)

• Assist users with basic connectivity issues:
  • Wi-Fi connection
  • VPN login
• Perform simple checks (cables, adapters, device settings)
• Escalate network issues to senior support teams

Access & Security Support

• Assist with:
  • Account access requests
  • Device enrollment and setup
• Follow security procedures for device handling and returns

Asset & Inventory Support

• Help manage IT inventory and storage areas
• Assist with asset tagging and equipment tracking
• Prepare equipment for new hires, reuse, or return
• Support equipment vending machines if applicable

Process & Team Support

• Follow documented procedures, runbooks, and checklists
• Accurately log and update tickets in the ITSM system
• Participate in training, onboarding, and refresher sessions
• Ask questions and seek guidance when needed

KPIs & Expectations

• Meet assigned ticket volume targets
• Follow SLAs and escalation timelines
• Maintain positive customer satisfaction scores
• Respond promptly to walk-up and chat requests

Required Skills & Experience

• 0–1 year of IT support or customer service experience (training provided)
• Basic familiarity with:
  • Windows or macOS
  • Common productivity tools
• Strong communication and customer service skills
• Willingness to learn and follow procedures
• Reliable onsite presence and punctuality

Nice to Have (Not Required)

• IT coursework, certification, or technical training
• Experience in retail, hospitality, or customer support roles
• Interest in growing a career in IT support