Job Overview
We are seeking a dedicated and customer-focused Help Desk Technician to join our IT support team. In this role, you will serve as the first point of contact for employees seeking technical assistance. Your primary responsibility will be to diagnose and resolve hardware, software, and network-related issues to ensure seamless IT operations across the organization.
Key Responsibilities
- Technical Support: Provide prompt and courteous technical assistance to end-users via phone, email, chat, and in-person interactions.
- Issue Resolution: Diagnose and troubleshoot hardware, software, and network issues, escalating complex problems to higher-level support when necessary.
- System Maintenance: Install, configure, and maintain computer systems, software applications, and peripheral devices to ensure optimal performance.
- Documentation: Maintain accurate records of support requests, resolutions, and follow-up actions in the help desk ticketing system.
- User Training: Educate end-users on IT best practices, software usage, and security protocols to enhance their technical proficiency.
- Asset Management: Assist in managing IT inventory, including hardware and software assets, ensuring proper allocation and tracking.
- Collaboration: Work closely with other IT team members to identify and implement solutions to improve system performance and reliability.
- Compliance: Ensure compliance with company policies and procedures related to IT security, data privacy, and confidentiality.
Qualifications & Skills
- Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Experience: Minimum of 1-2 years of experience in an IT support or help desk role.
- Certifications: CompTIA A+, ITIL Foundation, or similar certifications are preferred.
- Technical Skills: Strong understanding of computer hardware, software, and networking concepts.
- Communication: Excellent verbal and written communication skills with the ability to explain technical issues to non-technical users.
- Problem-Solving: Strong analytical and troubleshooting skills to resolve technical issues efficiently.
- Customer Service: Demonstrated ability to provide exceptional customer service and support.
Desired Attributes
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
- Willingness to stay updated with the latest technology trends and advancements.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.