Job Description

Desktop Support - L1 / L2 Position Overview: We are seeking a skilled and motivated Desktop Support Technician at Level 1 (L1) to join our IT team. The L1 Desktop Support Technician will play a crucial role in ensuring the smooth operation of our organization\'s IT infrastructure by providing technical assistance to end-users, troubleshooting hardware and software issues, and maintaining desktop systems. Responsibilities: 1. Provide first-line technical support to end-users via various communication channels, including in- person, phone, email, and remote tools. 2. Diagnose and resolve hardware and software issues related to desktops, laptops, printers, mobile devices, and peripherals. 3. Install, configure, and upgrade operating systems, software applications, and drivers. 4. Assist with the setup and deployment of new desktops, laptops, and mobile devices. 5. Collaborate with higher-level support tiers to escalate and resolve complex technical problems. 6. Perform regular system maintenance, including system updates, patches, and security configurations. 7. Monitor and respond to IT service requests and incident tickets within defined service level agreements (SLAs). 8. Document technical procedures, solutions, and troubleshooting steps for knowledge base reference. 9. Participate in hardware and software inventory management. 10. Assist with user account management, including account creation, password resets, and access permissions. 11. Maintain a high level of customer satisfaction through effective communication and problem- solving skills. 12. Provide basic training to end-users on software applications and IT best practices. 13. Contribute to IT projects, such as system upgrades, migrations, and implementations. Minimum Requirements: 1. Diploma / Graduation or equivalent; technical certifications or relevant coursework is a plus. 2. Proven experience in providing desktop support services. ( Not Applicable for Freshers ) 3. Strong knowledge of Windows and macOS operating systems. 4. ITIL Certification will be an added advantage. 5. Familiarity with Microsoft Office Suite, email clients, and web browsers. 6. Basic understanding of networking concepts, including TCP/IP, DHCP, and DNS. 7. Solid hardware troubleshooting skills for desktops, laptops, and peripherals. 8. Excellent problem-solving and communication abilities. 9. Ability to work independently and as part of a team. 10. Customer-oriented attitude with a strong focus on delivering quality support. 11. Willingness to learn and adapt to new technologies and processes. 12. Experience with remote support tools and ticketing systems is preferred. 13. Ability to lift and move computer equipment when necessary.

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