Asset Management Analyst
Full TimeJob Overview
We are looking for a Level 1 IT Support Specialist to handle basic IT issues, manage help desk tickets, escalate unresolved concerns, maintain documentation, and provide excellent customer service.
Key Responsibilities
- Serve as the first point of contact for all IT-related inquiries via phone, email, chat, or ticketing system.
- Provide Level 1 troubleshooting for password resets, account unlocks, email issues, software support, printing/scanning, and basic hardware setup.
- Troubleshoot basic network connectivity issues, including Wi-Fi and LAN.
- Log, track, and close support tickets accurately in the IT help desk system.
- Communicate solutions clearly and professionally in both written and verbal form.
- Escalate unresolved technical issues to Level 2/3 support teams as needed.
- Maintain and update knowledge base articles and IT documentation.
Skills, Knowledge & Expertise
Education: Bachelor’s degree in IT, Computer Science, or related field (preferred but not required).
Experience: 1–2 years in an IT Help Desk, Technical Support, or BPO tech account.
Technical Skills:
Experience: 1–2 years in an IT Help Desk, Technical Support, or BPO tech account.
Technical Skills:
- Proficiency with Windows & Mac OS environments
- Familiarity with Office 365, Outlook, Teams, Zoom, and Google Workspace
- Knowledge of Active Directory for account management
- Basic understanding of ticketing systems (e.g., ServiceNow, Zendesk, Freshservice, Jira)