IT Support Officer – Tier 1 Helpdesk (On‑site)

About the role

Umer & Company is seeking an IT Support Officer to join its Lahore office. The role serves as the first point of contact for end‑users, providing Tier 1 help‑desk assistance and handling hardware and software installations during a night shift aligned with US business hours.

Key responsibilities

• Set up, configure and image laptops, desktops, printers and other peripherals for new hires.
• Install, update, license and troubleshoot standard office productivity software.
• Log, triage and resolve tickets related to operating systems, applications, connectivity, email and access issues.
• Perform basic user account tasks such as password resets and group membership changes in Active Directory.
• Apply patches, antivirus updates and maintain asset and inventory records.
• Escalate issues beyond Tier 1 scope to the IT Administrator with clear documentation.

Required profile

• Approximately 2 years of hands‑on experience in IT support, help‑desk or deskside roles.
• Strong communication skills and a patient, customer‑focused attitude.
• Ability to work independently and know when to escalate.
• Comfortable working night shift (6 PM – 3 AM PKT).

Required skills

• Windows operating system (installation, imaging, driver management, updates).
• Basic Linux knowledge.
• Hardware configuration – laptops, desktops, printers, peripherals.
• Software installation, licensing and troubleshooting.
• VPN client setup and Wi‑Fi/cabling network troubleshooting.
• Active Directory user and password management.
• Ticket‑queue handling and documentation.
• Patch and antivirus update procedures.