IT Manager responsible for managing IT infrastructure and supporting all IT - related issues. Leading projects, ensuring cybersecurity and compliance while maintaining reliable IT services.
About the role
- Tier 1 Help Desk Technician at Nimble Solutions providing IT support for hardware and software issues. Engaging with users via phone, email, and chat to resolve technical problems.
Responsibilities
- Provide first-level technical support via phone, email, and chat for employees or customers facing technical issues
- Diagnose and resolve common IT issues related to hardware, software, and network connectivity (e.g., login issues, software errors, printing problems)
- Document and track issues through a help desk ticketing system, ensuring accurate records of issues and resolutions
- Escalate unresolved issues to higher-tier support teams (Tier 2 or Tier 3) when necessary, while providing detailed information to assist in further troubleshooting
- Assist with software installation and setup on desktops, laptops, and mobile devices, ensuring configurations meet company standards
- Provide guidance and instruction to users on basic IT procedures, troubleshooting steps, and best practices
- Maintain an inventory of IT assets such as hardware, software, and peripherals
- Assist in setting up new users with accounts, systems, and equipment
- Follow standard operating procedures (SOPs) and maintain a professional and courteous demeanor when communicating with users
- Perform other duties as assigned by the Help Desk Manager or IT team
Requirements
- Strong technical troubleshooting skills with the ability to diagnose and resolve common hardware and software issues
- Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP)
- Familiarity with Microsoft Office Suite (Word, Excel, Outlook) and Windows operating systems
- Excellent communication skills – both verbal and written, with the ability to explain technical concepts to non-technical users
- Strong customer service skills, with a positive attitude and professional demeanor
- Ability to prioritize and manage multiple tasks effectively in a fast-paced environment
- Ability to work well both independently and as part of a team
- Knowledge of FreshService ticketing systems is a plus
- Experience with SCCM and/or Intune a plus
Benefits
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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