Job Description

IT Help Desk Support Specialist Level I

The company is looking for a motivated, customer-focused contributor to provide exceptional technical support and ensure seamless day-to-day IT operations for TEAM RMS users. The IT Help Desk Support Specialist Level I will report to the IT Operations Manager and be responsible for troubleshooting technical issues, supporting user onboarding, maintaining IT equipment, and collaborating closely with the IT Operations team to ensure continuity of service. The IT Help Desk Support Specialist Level I is expected to deliver timely and effective technical support, maintain a reliable IT environment, and contribute to a positive user experience across the organization. This individual will be instrumental in supporting TEAM RMS' continued growth by enabling employees to work efficiently and effectively through dependable technology services.

What you will do:

• IT End-User Support:
• Provide excellent and friendly technical support to local and remote end-users.
• Troubleshoot and resolve basic IT-related issues for laptops, printers, smartphones, and peripheral devices.
• Assist users with access to Office 365, VPN, multi-factor authentication, and other key applications.
• Collaboration with IT Department:
• Serve as the on-site point of contact for the IT department, assisting with tasks that require local presence.
• Communicate effectively and proactively with the IT team to escalate issues, report progress, and ensure seamless alignment on operations.
• Onboarding Support:
• Collaborate with the HR and IT teams to provide IT onboarding for new hires, including setting up computers, desks, monitors, and printers, as well as basic end-user orientation for IT systems.
• Documentation and Knowledge Sharing:
• Collaborate with the IT Operations team to document processes, contribute to the knowledge base, and create step-by-step guides or FAQs for common user issues.
• Inventory Management:
• Maintain and manage an inventory of IT equipment, ensuring that all devices are tracked throughout their lifecycle.
• Prepare and ship equipment to team members or external vendors when required.
• System Familiarity:
• Assist with administrative tasks in Microsoft Office 365 Entra ID, Defender and Exchange Admin Center under the guidance of the IT team.

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