As an IT Assistant in the End-User Computing (EUC) team, your mission is to provide essential technical support and assistance to end-users, contributing to the smooth and efficient operation of IT services. The ideal candidate will exhibit strong problem-solving skills, effective communication abilities, and a commitment to delivering exceptional customer service.
Main Responsibilities
Technical Support:
- Act as the initial point of contact for end users seeking technical assistance via phone, email, or in-person.
- Diagnose and resolve hardware, software, and network issues, ensuring timely and effective solutions.
- Provide step-by-step guidance and troubleshooting instructions to empower end users to resolve common technical problems independently.
Incident and Request Management:
- Log and track IT incidents and service requests in a help desk ticketing system, maintaining accurate and detailed documentation.
- Prioritize and escalate tickets based on urgency and impact, following defined service level agreements (SLAs).
- Follow up with end users to ensure timely resolution and provide status updates.
Hardware and Software Support:
- Assist in the installation, configuration, and maintenance of hardware components, including desktops, laptops, printers, and peripherals.
- Support the installation, upgrade, and troubleshooting of software applications, adhering to established procedures.
User Account Management:
- Create, modify, and deactivate user accounts and access permissions following established procedures and security policies.
- Assist users with password resets, account lockouts, and access issues for various systems and applications.
Documentation and Knowledge Base:
- Maintain and update technical documentation, knowledge base articles, and standard operating procedures to enhance IT support efficiency.
- Contribute to the development and improvement of self-help resources for end users.
User Training and Education:
- Provide basic training to end users on using hardware, software, and IT systems effectively.
- Educate users on best practices for data security, password management, and IT policies.
Asset Management:
- Assist in maintaining an inventory of IT assets, including hardware, software licenses, and peripherals.
- Support asset procurement, tracking, and disposal processes.
IT Process Improvement:
- Identify opportunities for process improvement within the IT help desk function.
- Collaborate with team members and stakeholders to implement changes and streamline IT support operations.
Specific Responsibilities
- Support GPV e-commerce, MS-Office, Network, Wi-fi, Video room, Security: Level 1 and 2.
Requirements
- Graduating/Graduated in information technology, computer science, or a related field is preferred.
- Strong knowledge of hardware, software, and network troubleshooting principles.
- Familiarity with operating systems, productivity tools, and business applications.
- Excellent problem-solving and analytical skills.
- Effective communication skills, both verbal and written.
- Customer service-oriented attitude.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Advanced proficiency in English, covering reading, writing, and conversational skills, is essential.
- Be able to work in-person at Iracemápolis, SP.
Technical Competencies
- Operating Systems, Help Desk Software and Ticketing Systems.
- Remote Support Tools, Active Directory, and User Account Management.
- Networking Fundamentals, Software Installation and Configuration.
- Hardware Installation and Maintenance, Data Backup and Recovery.
- IT Security Fundamentals, Customer Service and Communication.
- Documentation and Knowledge Base Management.
If you’re passionate about your work and ready to contribute to this organization’s success, we invite you to apply and become part of this dynamic team.