Job Summary:

The IT Helpdesk Technician provides technical support and assistance to end-users regarding hardware, software, and network-related issues. This role is critical in ensuring the smooth operation of IT services, maintaining high levels of user satisfaction, and contributing to the overall efficiency of the organization’s technology infrastructure.

Key Responsibilities:

1. Technical Support:

• Provide first-level support to users via phone, email, and in-person for all IT-related issues.
• Diagnose and troubleshoot hardware, software, and network problems.
• Escalate complex issues to higher-level support or specialized technicians when necessary.

1. Incident Management:

• Record, track, and document helpdesk requests, including all actions taken to resolve the issues.
• Follow up with users to ensure issues are resolved satisfactorily and in a timely manner.
• Maintain accurate records of incidents and resolutions in the helpdesk system.

1. User Assistance and Training:

• Assist users with the installation, configuration, and ongoing usability of system hardware and software.
• Conduct basic user training and create documentation on common issues and resolutions.

1. System Maintenance:

• Perform routine maintenance tasks on computer systems and other IT equipment.
• Assist in the deployment and setup of new hardware and software.
• Monitor and maintain network systems and ensure security protocols are followed.

1. Collaboration and Communication:

• Collaborate with other IT team members to resolve issues and implement new technologies.
• Communicate effectively with users to understand their needs and provide clear instructions and updates.
• Stay updated on the latest technology trends and solutions to provide informed support.

Requirements:

• Education: Associate degree in Information Technology, Computer Science, or related field. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
• Experience: Minimum of 1-2 years of experience in an IT support role.
• Technical Skills: Proficiency in Windows and Mac OS environments, basic networking, and common software applications. Experience with helpdesk software is preferred.
• Soft Skills: Excellent problem-solving skills, strong customer service orientation, effective communication abilities, and the ability to work both independently and as part of a team.