IT Support Technician - Helpdesk & Troubleshooting

- Answer and address calls, tickets, emails, and chat inquiries to provide first-line support for applications and hardware issues. - Set up and troubleshoot desktop PCs, laptops, and associated software and peripherals for new and existing employees, both on-site and remotely. - Quickly identify and rectify hardware malfunctions, password issues, printer configurations, software installations, remote connections, and wireless connectivity problems. - Assess and appropriately escalate service requests based on availability of suitable resources. - Record all IT incidents using service management software (Freshdesk). - Research, troubleshoot, document, and resolve both hardware and software concerns and help desk tickets. - Monitor and follow through on outstanding issues to ensure efficient resolutions. - Aid in the management of the computer network and production systems, executing repairs when required. - Support in the administration of mobile devices, including setting up new phones and laptops through Microsoft Intune. - Train and orient new staff on devices, tools, and IT protocols. - Provide prompt assistance for critical issues, including security incidents, viruses, and server outages affecting domestic Koppert offices. - Document procedures and protocols for internal reference. - Assist with special projects and any other related tasks aligned with the essence of the role.