Consultant - Desktop Support-ISG

1. Provide first-level technical support to end-users via phone, email, and in-person.

2. Troubleshoot and resolve hardware issues with desktops, laptops, printers, and other peripherals.

3. Diagnose and resolve software-related problems, including operating systems (Windows, macOS), productivity suites (Microsoft Office, Google Workspace), and business applications.

4. Assist users with account management, password resets, and access issues.

5. Install, configure, and deploy new desktop hardware and software.

6. Perform basic network troubleshooting, including connectivity issues.

7. Document all support requests, troubleshooting steps, and resolutions in a ticketing system.

8. Follow established procedures and knowledge base articles to resolve common issues.

9. Escalate complex issues to higher-level support teams when necessary.

10. Provide user training and guidance on basic IT procedures and software usage.

11. Maintain an inventory of IT assets.

12. Ensure compliance with IT policies and security standards on end-user devices.

13. Participate in IT projects related to desktop deployments and upgrades.

14. Contribute to the development and maintenance of the IT knowledge base.

15. Maintain a clean and organized workspace.

16. Provide excellent customer service and maintain a professional demeanor at all times.

Responsibilities

• Provide IT support (remote and occasional on-site)

• Troubleshoot hardware, software, and basic network issues

• Handle incidents and service requests via ticketing system

• Monitor systems and ensure timely escalation

• Support user account management and basic admin tasks

Qualifications

• Diploma/Degree in IT or related field

• 1–3 years IT support / helpdesk experience (fresh grads with internship experience welcome)

• Basic knowledge of Windows, Microsoft 365, or networking

• Willingness to learn and work in a fast-paced environment

• Comfortable with rotating 24/7 shifts