Strategic Resources, Inc. (SRI)

• Provide first-line technical support to employees by phone or email. • Troubleshoot and resolve hardware, software, network, and peripheral issues. • Assist users in setting up and configuring devices, applications, and accounts. • Diagnose and resolve system errors, connectivity problems, and performance issues. • Install, configure, and upgrade computer hardware and software. • Track, prioritize, and document support requests in the ticketing system. • Escalate unresolved issues to higher-level support or specialists. • Provide training and guidance to users on system and software usage. • Assist in the setup and configuration of new employee workstations. • Ensure that all incidents are logged and followed through to resolution within established service level agreements (SLAs). • Perform routine maintenance and updates on IT systems as needed. • Support and assist in the implementation of IT projects. • Maintain strong communication with team members and other departments.

• Responsible for providing end-user technical support, maintaining IT systems and services, and ensuring compliance with organizational IT policies and standards. • Respond to and resolve trouble tickets in a timely and professional manner, ensuring high levels of customer satisfaction. • Provide technical support for desktops, laptops, mobile devices, printers, and related peripherals. • Perform user account administration, including account creation, modification, password resets, and access control. • Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive. • Perform system patch management to ensure operating systems and applications are up-to-date and secure. • Monitor and verify completion and integrity of daily system backups; escalate and remediate failed backups as needed. • Maintain hardware and software inventory, including asset tracking, lifecycle management, and documentation. • Install, configure, and troubleshoot software and hardware components. • Assist with onboarding and offboarding processes, including system access and equipment provisioning. • Document technical procedures, solutions, and knowledge base articles. • Monitor system performance and escalate issues to senior IT staff when necessary. • Ensure compliance with cybersecurity policies, procedures, and best practices. • Provide basic network troubleshooting, including connectivity and access issues. • Support IT projects, upgrades, and deployments as assigned. • Perform routine maintenance of IT systems and equipment. • Provide user training and guidance on IT systems and applications.