IT Help Desk Technician

Job Description

As an IT Help Desk Technician, you will be entrusted with the responsibility of assisting customers by diagnosing and resolving their technical issues via phone, email, or our ticketing system. You'll play a significant role in managing IT support requests and maintaining accurate documentation on users and technical resolutions.

Responsibilities

• Respond to IT support requests in a timely manner via phone, email, and ticketing system.
• Diagnose hardware and software issues and provide solutions to maintain optimal performance.
• Assist end-users in the installation and configuration of computer systems.
• Maintain accurate records of support requests and resolutions.
• Work collaboratively with IT team members to implement improvements to support processes.
• Provide training to users on best practices for IT systems and software.
• Monitor and maintain the IT inventory, including hardware and software licenses.
• Ensure adherence to IT policies and procedures for security and compliance.
• Escalate unresolved issues to the appropriate IT personnel or third-party vendors.
• Participate in regular training and development activities to enhance skills and knowledge.

Requirements

Education

• Diploma in IT or related field

Experience

• 2+ years of experience in IT support roles

Technical Skills

• Windows and Linux Operating Systems
• Networking basics
• Active Directory
• Help Desk Software

Soft Skills

• Customer service orientation
• Analytical thinking

Certifications

• CompTIA A+ Certification
• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent

Advantageous

• ITIL Foundation Certification: Knowledge of IT service management best practices through ITIL framework.
• Experience in remote desktop support solutions: Hands-on experience with remote assistance tools like TeamViewer or LogMeIn.

Benefits

• Competitive salary with performance bonuses
• Paid time off and holiday pay
• Health and wellness benefits
• Opportunities for professional development and training

Company Culture

• Team Collaboration: We embrace a collaborative environment where teamwork and open communication are valued.
• Innovation: We encourage creativity and innovative thinking, welcoming ideas from every team member.
• Work-Life Balance: We believe in maintaining a healthy work-life balance to support our employees' wellbeing.