It Resource Manager

Role & responsibilities

1. End User Support

• Provide first-level technical support to employees through phone, email, chat, and ticketing systems.
• Troubleshoot desktop, laptop, printer, scanner, and peripheral-related issues.
• Assist users with Windows operating system issues and application problems.
• Provide remote and onsite support to users.

2. Desktop and Application Support

• Install, configure, and troubleshoot:
• Windows operating systems
• Microsoft Office 365 / MS Office applications
• Antivirus and endpoint security software
• Business applications
• VPN clients
• Remote desktop applications

3. Hardware Support

• Perform hardware troubleshooting for:
• Desktops and laptops
• RAM, HDD/SSD, power issues
• Printers and scanners
• Network adapters and peripherals
• Coordinate with vendors for hardware repair and replacement.

4. Network Troubleshooting

• Perform basic network troubleshooting:
• IP configuration
• DNS issues
• DHCP troubleshooting
• Ping and connectivity testing
• LAN/Wi-Fi issues
• VPN connectivity issues

5. IT Asset Management

• Maintain IT asset inventory records.
• Assist in hardware allocation and recovery.
• Track laptops, desktops, peripherals, and software licenses.
• Maintain asset documentation.