IT Technical Support Associate

About the role

The Technical Support Specialist will serve as the escalation point for the GEPD Service Desk, handling onsite visits and complex issues that cannot be resolved at the first‑line level. The role provides end‑user support for Windows 10, Microsoft Office, and a range of commercial and proprietary applications across the organization.

Key responsibilities

• Respond to Level 1‑3 support incidents via phone, web, email, chat, or ticketing system.
• Troubleshoot and resolve hardware and software problems on desktops, laptops, and other devices running Windows 10 and Office.
• Diagnose hardware issues, order parts, and replace faulty components.
• Use SCCM to deploy and install approved corporate applications and to perform remote troubleshooting.
• Provide remote assistance using SCCM Remote, Teams, and other remote tools.
• Document all incidents in the Service Desk ticketing system and escalate unresolved cases.
• Maintain high‑quality customer service and communicate progress to users.
• Manage user accounts, groups, and computers via Active Directory and Exchange Management Console.
• Reimage laptops and desktops according to company policy.
• Install network multi‑function printers and handle equipment reception, inventory, and access control.

Required profile

• Associate or Bachelor’s degree.
• Minimum 3 years of enterprise end‑user support experience.
• Strong working knowledge of Windows 10 and Microsoft Office 2016/365.
• Working knowledge of network and PC operating systems and TCP/IP.

Required skills

• Windows 10
• Microsoft Office 2016
• Microsoft Office 365
• SCCM (deployment and remote tools)
• Remote Desktop / Microsoft Teams
• Active Directory
• Exchange Management Console
• TCP/IP networking
• Hardware diagnostics and repair
• Imaging laptops and desktops
• Installation of network MFD printers