Job Description
Job Description
The Help Desk Technician serves as the first point of contact for users seeking technical assistance across a wide range of hardware, software, and network issues. This role requires strong problem-solving skills, excellent communication, and the ability to work independently or as part of a team to ensure timely resolution of issues and high customer satisfaction.
Key Responsibilities:
- Respond to help desk tickets, phone calls, emails, and walk-ins in a timely and professional manner.
- Diagnose and resolve hardware, software, printer, and network connectivity issues.
- Provide support for Windows, macOS, and mobile operating systems.
- Assist with onboarding and offboarding of employees, including account setup and equipment provisioning.
- Maintain accurate documentation of issues, troubleshooting steps, and resolutions in the ticketing system.
- Escalate complex issues to appropriate IT staff or vendors when necessary.
- Support remote users via remote desktop tools and VPN troubleshooting.
- Perform routine maintenance tasks such as software updates, patching, and backups.
- Maintain inventory of IT assets and assist with equipment tracking and deployment.
- Educate users on best practices for security, software use, and self-service tools.
- 1+ years of experience in a help desk or technical support role.
- Strong knowledge of Microsoft Office Suite, Windows OS, and basic networking concepts.
- Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk).
- Excellent interpersonal and communication skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Customer-focused with a proactive attitude toward problem-solving.
Preferred Skills:
- Experience with Active Directory, Office 365 administration, and remote support tools.
- Basic scripting or automation knowledge (e.g., PowerShell).
- IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.