KEY RESPONSIBILITIES

• Serve as the initial escalation point of contact for user incidents and requests via phone, or on-site.
• Troubleshoot and resolve issues with Windows desktops/laptops, Office applications, and mobile devices.
• Support wireless connectivity, printers, scanners, and display systems.
• Assist in system backups, Perform OS patch deployment, base-image installation, and antivirus management.
• Create, modify, and disable user accounts and reset credentials.
• Log, track, and escalate tickets to Level 2 or specialist teams as needed.
• Maintain documentation of common issues, resolutions, and process guides.
• Monitor batch job executions and automated processes using system tools.
• Coordinate with application and infrastructure teams to resolve issues.
• Document incidents and resolutions for future reference.
• Ensure batch jobs are completed within defined timeframes.
• Maintain logs and reports of batch job activities.
• Follow escalation procedures for critical failures or delays.
• Support system maintenance and upgrades related to batch processing.
• Detect and report irregularities, errors, or downtime.
• Perform basic troubleshooting and escalate issues as needed.
• Maintain detailed logs of monitoring activities and incidents.

• Bachelor's degree in IT, Computer Science, or related field.
• 1–3 years' experience in a helpdesk or desktop-support role.
• Knowledge and experience in a retail industry and environment is a plus.
• Proficient with Windows PC administration and Microsoft Office/O365 troubleshooting.
• Familiarity with Wi-Fi configuration, and peripheral support.
• Experience with OS imaging tools and antivirus software.
• Basic Active Directory user and group management.
• Strong customer-service orientation and communication skills.