First point of contact for IT support requests via phone; triage and resolve or escalate per policy.
Maintain phone queue presence to ensure consistent client support.
Troubleshoot and resolve basic desktop, software, network, and hardware issues.
Assist with installation, configuration, and usability of devices and peripherals.
Follow troubleshooting and escalation procedures for timely resolution.
Document support requests and solutions in ticketing system.

🎯 Requirements

Associate’s Degree in Technology or related field required.
2-5 years of experience with Microsoft environments required.
0-2 years MSP-specific experience preferred.
Network+ and Security+ certifications preferred.

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