IT Help Desk Support 15J25

As an IT Help Desk Support specialist, you will be the first point of contact for end-users, providing timely and effective technical assistance over the phone, via email, or in person. You will be responsible for tracking and resolving hardware and software issues, offering troubleshooting advice, and ensuring client satisfaction. The position requires strong communication skills, attention to detail, and a solid understanding of IT protocols and systems. Your role is crucial in maintaining seamless IT operations, empowering users to perform their tasks efficiently, and enhancing the overall productivity of the organization.

Responsibilities

• Provide first-level support for all users experiencing IT issues.
• Troubleshoot and resolve hardware and software problems efficiently.
• Document incidents and resolutions in the ticketing system accurately.
• Assist with the installation, configuration, and updates of systems.
• Guide users through step-by-step solutions for technical problems.
• Escalate tickets to appropriate personnel when issues cannot be resolved.
• Monitor system performance to ensure optimal functioning at all times.
• Maintain an up-to-date knowledge base of common IT issues and solutions.
• Provide regular updates to users on the status of their open tickets.
• Contribute to developing documentation for processes and solutions.
• Train users on fundamental IT troubleshooting tips and techniques.
• Participate in team meetings to discuss ongoing and resolved issues.

Requirements

• Associate's degree in Information Technology or related field preferred.
• Minimum of 1-2 years experience in an IT support role required.
• Excellent problem-solving skills and attention to detail imperative.
• Strong customer service orientation with excellent communication skills.
• Proficiency in Microsoft Windows, Office Suite, and basic networking.
• Ability to work independently and in a fast-paced team environment.
• Experience with ticketing systems and remote support tools beneficial.