Technical Support Representative

Below are requirements of L1 roles and responsibilities for IT helpdesk positions.

1. Deploy, install, and set up devices for users. Respond to service requests by fixing issues, replacing, or upgrading equipment.
2. Support all kinds of Microsoft OS platforms, Microsoft applications, and MS security applications. Knowledge in Microsoft 365 helpdesk roles is essential.
3. Troubleshoot issues on Windows platforms.
4. Manage help desk and ticketing systems.
5. Coordinate with the service desk to identify and mitigate root cause issues pertaining to the IT infrastructure and systems.
6. Implement proactive, preventive, and reactive maintenance measures.
7. Use technology systems to detect patterns of anomalous network and security behavior.
8. Manage identity and access controls, organizational security policies, and industry-proven security best practices across on-site and cloud-based infrastructure systems.
9. Architect IT environments with sufficient redundancy, duplication, and security protection against natural, internal, and external threats that may compromise information security and service availability.
10. Develop and implement service level agreement (SLA) standards necessary for successful IT-enabled business operations.
11. Provide application support, configurations, installations, and troubleshooting.