Technical Support Assistant (SOPs Experience)

Job Summary:
We are seeking a motivated and detail-oriented Technical Support Assistant to join our team. The ideal candidate will have hands-on experience providing end-user support through a help desk and demonstrated expertise in creating and managing Standard Operating Procedure (SOP) documents. This role is critical to ensuring smooth IT operations and a consistent knowledge base for both the support team and end-users. This position is a 6 month contract and is fully remote.

Responsibilities:

• Help Desk Support:
• Serve as the first point of contact for end-users experiencing technical issues, providing timely and effective resolutions.
• Troubleshoot and resolve hardware, software, and network-related issues, escalating complex problems to higher-level support when necessary.
• Maintain accurate logs of support requests, resolutions, and updates in the ticketing system.
• Guide users on best practices for IT tools and systems.
• Assist in onboarding new employees, including setting up accounts, devices, and software access.
• SOP Development and Management:
• Create, update, and maintain comprehensive Standard Operating Procedure (SOP) documents for IT support processes and end-user guides.
• Work with IT leadership and team members to ensure documentation reflects the latest technologies and procedures.
• Review existing SOPs for accuracy, clarity, and ease of use, implementing improvements as needed.
• Collaborate with cross-functional teams to gather input for SOPs that impact multiple departments.
• Organize and maintain a centralized knowledge base for internal and user-facing documentation.
• Collaboration and Training:
• Provide training and guidance to team members and end-users on using SOPs effectively.
• Assist in developing and delivering IT workshops or knowledge-sharing sessions for end-users.
• Contribute to IT projects and initiatives to enhance system reliability and user experience.