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Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Key Responsibilities

• Serve as the first point of contact for customer end users seeking IT assistance via phone, email, or service desk ticketing system.
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
• Provide support for password resets, user account management, and access issues.
• Assist in installing, configuring, and maintaining desktops, laptops, and other peripheral devices.
• Escalate unresolved issues to other support teams, following defined escalation protocols.
• Log all support interactions and resolutions in the ticketing system, ensuring detailed and accurate documentation.
• Maintain knowledge of allocated customer IT systems, policies, and procedures to offer efficient support.
• Follow up with end users to ensure full resolution of issues and excellent customer service.
• Assist in maintaining an inventory of hardware and software assets.
• Participate in ongoing training and professional development to stay current with IT support best practices.

Required Skills Qualifications

• High school diploma or equivalent (Associate degree in IT or related field preferred).
• 0-1 year of experience in a helpdesk or IT support role.
• Basic understanding of computer systems, mobile devices, printers, and networking.
• Familiarity with Windows and/or Mac operating systems.
• Proficiency in Microsoft Office Suite and common enterprise software.
• Excellent communication and customer service skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• A proactive attitude with a willingness to learn and grow in the IT field.

Preferred Qualifications

• CompTIA A+ or similar IT certifications.
• Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).
• Familiarity with Active Directory and Office 365 administration.

Working Conditions

• This position may require occasional weekend or after-hours support
• This is an office based role

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.