IT Support Technician

- I provide tier-one and tier-two technical support for both Windows and macOS devices, addressing system configuration, driver installation, email setup, and AI-assisted troubleshooting. - I utilize AI-enabled helpdesk systems (like Atlassian, Freshservice, or Microsoft Copilot) to streamline ticket triage, recommend resolutions, and improve response times. - I administer user accounts through Active Directory, Microsoft 365, and Exchange, managing password resets and security configurations. - I oversee the onboarding process, which includes new hire setup, system provisioning, and user training, while utilizing automation and AI-driven onboarding tools wherever applicable. - I assist with access issues across browsers and cloud platforms and work in collaboration with network specialists to resolve connectivity and security challenges (VPN, VLAN, VoIP, and firewall systems). - I create and maintain knowledge base articles and training materials using generative AI tools to ensure clear and consistent communication. - I employ AI-driven endpoint management and monitoring tools (such as Microsoft Intune, CrowdStrike Falcon Insight, or Atera) to proactively detect, diagnose, and prevent issues. - I support the implementation of cybersecurity measures, including spam filtering, antivirus management, and data integrity checks using AI-enhanced threat detection systems. - I serve as the regional point of contact for agents and staff, ensuring seamless technology operations and a positive user experience. - I travel to office locations within the assigned region at least two days per week as required for on-site support or system rollout projects.