Technical Support Analyst

I. Position Summary

Responsible for providing end-user support, troubleshooting technical issues, maintaining IT systems, and ensuring the smooth operation of hardware, software, and networks. The role involves responding to incidents, resolving service requests, documenting solutions, and escalating complex issues when necessary.

II. Responsibilities

1. Technical Support & Troubleshooting

· Provide technical support for hardware, software, and network issues.

· Diagnose, resolve, or escalate incidents and service requests via phone, email, chat, or ticketing system.

· Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.

2. System & Application Support

· Support standard business applications (e.g., MS Office, ERP/CRM, email systems).

· Ensure updates, patches, and security protocols are applied.

· Assist in user account management (Active Directory, Exchange, etc.).

3. Custo...