IT Helpdesk Support 25D25

As an IT Helpdesk Support professional, you will serve as the critical frontline resource for troubleshooting and resolving IT issues for end-users. Your role is essential to ensuring that employees can maintain productivity with minimal IT disruptions. You will field requests via phone, email, or in-person and provide timely solutions. Your skill in problem-solving, patience, and technical expertise will be pivotal in diagnosing hardware, software, networking, and other technical problems. With a focus on customer service, you'll also manage and track support requests, contributing to improved IT processes and user satisfaction. You'll thrive at the intersection of technology and user experience, providing critical support that empowers colleagues to focus on their core duties.

Responsibilities

• Provide technical support and troubleshooting for a wide range of IT issues.
• Respond to requests for IT assistance via phone, email, or in-person promptly.
• Diagnose and resolve hardware, software, and networking problems efficiently.
• Manage and maintain user accounts and permissions as per company policies.
• Track, prioritize, and handle requests using an IT service management system.
• Create and maintain accurate documentation of issues and solutions provided.
• Collaborate with other IT staff to improve support processes and user satisfaction.
• Set up and configure new hardware and software, ensuring seamless user onboarding.
• Assist in the procurement and management of IT equipment and inventory.
• Stay current with industry trends and emerging IT threats to provide up-to-date solutions.
• Conduct regular software and hardware upgrades to ensure system robustness.
• Educate and train users on IT tools and commend best practices to minimize issues.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field preferred.
• Proven experience in IT support or helpdesk environment is required.
• Strong knowledge of computer hardware and software, and network troubleshooting.
• Excellent problem-solving skills with a keen attention to detail.
• Exceptional communication skills with a focus on customer service excellence.
• Ability to manage time wisely, prioritize tasks, and handle multiple assignments.
• Familiarity with IT service management software and ticketing systems is desirable.
• Ability to work independently and as part of a dynamic team environment.