IT Helpdesk Support (225-717)

The IT Helpdesk Support role is pivotal in ensuring seamless IT operations within an organization. This dedicated position serves as the first point of contact for technical issues, providing essential support and troubleshooting to employees experiencing technical problems. As an IT Helpdesk Support professional, you will engage with users of all technical proficiency levels, requiring a patient and efficient approach to resolve issues swiftly. Your ability to communicate technical information clearly and promptly is crucial in minimizing downtime and ensuring that employees can perform their jobs effectively. With a commitment to improving systems and processes, you will play an integral role in maintaining high levels of customer satisfaction and enhancing overall IT service delivery.

Responsibilities

• Provide first-level technical support for hardware and software issues.
• Diagnose and troubleshoot system and network problems effectively.
• Respond to user inquiries and resolve issues in a timely manner.
• Log all helpdesk interactions and escalate issues when necessary.
• Install and configure computer systems and applications as needed.
• Maintain accurate documentation of system configurations and procedures.
• Monitor and update helpdesk tickets and ensure resolution follow-up.
• Train users on basic software applications and IT best practices.
• Collaborate with IT team members to resolve complex technical problems.
• Ensure compliance with company policies regarding data protection.
• Participate in continuous improvement efforts within the IT department.
• Assist in the setup and support of audiovisual equipment for events.

Requirements

• Proven experience in a helpdesk or technical support role required.
• Strong problem-solving skills and technical troubleshooting abilities.
• Excellent verbal and written communication skills are essential.
• Familiarity with Windows, macOS, and common office productivity software.
• Ability to work independently and handle multiple tasks concurrently.
• Customer-focused with an emphasis on building positive relationships.
• Relevant IT certifications, such as CompTIA A+, are highly desirable.