L1 Service Desk Analyst

Position Title: Onsite IT Support Technician

Job Summary:
As an Onsite IT Support Technician, you will be responsible for providing technical assistance and support to end-users within the organization. Your primary focus will be on-site troubleshooting, problem resolution, and ensuring the smooth operation of computer systems, software, and hardware. You will play a crucial role in maintaining a productive and efficient IT environment for all employees.

Key Responsibilities:

1. End-User Support:

• Respond promptly to user inquiries, and provide technical support either in person, over the phone, or via remote assistance.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and upgrade computer components and software applications.
• Provide IT support and resolve problems through assigned incident or request tickets in accordance with established SLA.


2. Hardware Maintenance:

• Conduct on-site troubleshooting and repairs of computer equipment, printers, and other peripheral devices.
• Perform routine hardware maintenance, such as cleaning, upgrades, and component replacement.

3. Software Support:

• Install, configure, and update software applications on user devices.
• Troubleshoot and resolve issues related to operating systems and software applications.
• Collaborate with the IT team to deploy software updates and patches.

4. Network Support:

• Assist in the setup and configuration of network devices, such as routers, switches, and access points.
• Troubleshoot network connectivity issues and assist in resolving network-related problems.
• Provide minimal hands and eyes support to Global infrastructure teams for network, server, hardware upgrades or projects at site.

5. Security:

• Implement and enforce security measures to protect systems and data.
• Educate end-users on best practices for security and data protection.




6. Documentation:

• Maintain accurate records of hardware and software inventory.
• Document solutions to common issues for knowledge sharing.
• Preparation and submission of activity reports

7. User Training:

• Conduct training sessions for end-users on basic IT procedures and best practices.
• Provide guidance to users on utilizing IT resources effectively.
• Assist with onboarding of new joiners. Manage PC setup and deployment for new employees using standard hardware, images, and software.

8. Collaboration:

• Collaborate with the IT team to escalate and resolve complex issues.
• Communicate effectively with end-users, understanding their needs and providing timely solutions.


Qualifications:

• Minimum of [1-2] years of experience in providing onsite IT support.
• Candidate must possess at least a Bachelor's/College Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
• Proficient in troubleshooting hardware, software, and network issues.
• Strong knowledge of operating systems (Windows, macOS) and common software applications.
• Familiarity with basic network concepts and protocols.
• Experience with ticketing tool (preferably ServiceNow)
• Troubleshooting experience on MS O365 suite
• Incident and management knowledge.
• Excellent communication and interpersonal skills.
• Problem analysis and solving skills.
• Attention to details.
• Team Player.
• Planning and organizing.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.


Working Conditions:

• This position may require occasional after-hours or weekend work to perform system maintenance or address critical issues.
• Ability to lift and carry computer equipment.