IT Help Desk Support (225-814)

An IT Help Desk Support role is a critical part of any organization that relies on technology to operate effectively. As the first point of contact for employees experiencing technical issues, IT Help Desk Support professionals play a pivotal role in ensuring seamless business operations by troubleshooting and resolving IT-related problems. This position requires excellent interpersonal skills, a strong technical background, and the ability to communicate complex information in an easily understandable manner. A successful IT Help Desk Support individual is a critical thinker who can quickly assess situations and determine the appropriate course of action. They are also responsible for maintaining a high level of customer satisfaction and contributing to the continuous improvement of IT support processes.

Responsibilities

• Provide first-level technical support to all internal employees and staff members.
• Respond to help desk tickets, emails, and phone calls in a timely manner.
• Diagnose and resolve technical hardware and software issues efficiently.
• Escalate complex issues to higher-level IT support or specialized teams.
• Document all issues reported and corresponding resolutions in the IT helpdesk system.
• Assist with the installation and configuration of computer systems and applications.
• Maintain and update IT asset and inventory management systems regularly.
• Provide user support and training on common software applications and tools.
• Collaborate with IT team members to enhance overall service delivery and support functions.
• Participate in regular team meetings to discuss ongoing issues and improvements.
• Ensure compliance with company IT policies and procedures in all support activities.
• Contribute to the development and updating of helpdesk support documentation and guides.

Requirements

• Associate’s degree in Information Technology or a related field is preferred.
• At least 1-2 years of experience in IT support or a similar role.
• Proficient in diagnosing and resolving technical issues across various platforms.
• Strong knowledge of computer hardware, networking, and common software applications.
• Excellent verbal and written communication skills are essential for effective support.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Familiarity with help desk ticketing systems and remote support tools is advantageous.