Key responsibilities include:

• Providing second-line technical assistance for hardware, software, and network issues via phone, email, or in-person.
• Diagnosing and resolving complex technical problems, including system crashes, network connectivity issues, and software conflicts.
• Managing and administering user accounts, permissions, and access controls in systems like Active Directory.
• Assisting with the deployment, configuration, and maintenance of hardware (desktops, laptops, servers, and peripherals) and software applications.
• Monitoring and maintaining IT systems, including performing patch management, updates, and basic server administration.
• Documenting and updating IT service tickets with detailed resolutions and escalating unresolved issues to Level 3 experts or specialized teams.
• Contributing to and maintaining IT knowledge base articles and self-service wikis to enhance user self-sufficiency.
• Supporting IT projects, such as system upgrades, migrations, or new technology rollouts.
• Training and mentoring Level 1 technicians, providing guidance on troubleshooting techniques and best practices.
• Ensuring compliance with company IT policies, security standards, and data protection protocols.

The ideal candidate is a problem-solver with strong technical expertise, excellent communication skills, and a commitment to delivering outstanding customer service.

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