About the role
- Handle and resolve IT support tickets raised by corporate employees and clinical staff.
- Troubleshoot technical issues within the defined resolution timelines (SLA).
- Provide timely support for system errors, login issues, application access, and connectivity problems.
- Track open tickets, maintain proper documentation, and escalate unresolved issues when required.
- Diagnose and resolve hardware issues involving desktops, laptops, printers, keyboards, mice, and other IT peripherals.
- Install, configure, and troubleshoot operating systems, business applications, and software.
- Support email configuration, user accounts, password resets, and access-related issues.
- Perform basic network troubleshooting, including LAN, Wi-Fi, and internet connectivity.
- Ensure systems are updated, secure, and functioning efficiently.
- Manage IT assets, including laptops, desktops, monitors, printers, and other peripherals.
- Coordinate the procurement and ordering of new IT assets for employees and clinical locations.
- Maintain accurate records of asset allocation, returns, repairs, replacements, and stock availability.
- Coordinate with vendors for hardware purchases, repairs, warranties, and maintenance.
- Support employee onboarding and offboarding by arranging, configuring, and collecting IT equipment.
- Provide technical support to corporate employees and clinical teams across dental clinics.
- Ensure minimal downtime of IT systems and equipment used in daily clinic operations.
- Assist employees with technical setup, system configuration, and application-related issues.
- Coordinate with internal teams and external service providers to resolve technical problems.
- Maintain IT asset registers, ticket logs, and troubleshooting documentation.
- Follow IT policies, security guidelines, and standard operating procedures.
- Identify recurring technical issues and recommend preventive measures.
- Assist with system upgrades, software installations, and IT infrastructure improvements.
- Experience: 2–3 years of hands-on experience in IT Support, Desktop Support, or Technical Support.
- Education: Bachelor's degree or diploma in Computer Science, Information Technology, or a related field.
- Strong knowledge of Windows operating systems, hardware troubleshooting, and software installation.
- Experience handling IT support tickets and working with ticketing systems.
- Basic understanding of networking concepts such as TCP/IP, LAN, Wi-Fi, DNS, and DHCP.
- Familiarity with IT asset management, inventory tracking, and hardware procurement.
- Good communication and problem-solving skills.
- Ability to support both corporate employees and clinical staff.
- Willingness to work onsite and provide support based on business requirements.
- IT Helpdesk & Ticket Resolution
- Desktop & Laptop Troubleshooting
- Hardware & Software Support
- Windows OS & Application Support
- Basic Networking & Connectivity Troubleshooting
- IT Asset & Inventory Management
- Hardware Procurement & Vendor Coordination
- Employee Onboarding & Offboarding Support
- Documentation & SLA Management
- Customer Service & Stakeholder Coordination