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.