IT Help Desk Support (225-1001)

The IT Help Desk Support position is a crucial role within an organization, responsible for ensuring the smooth operation of computer systems and providing technical assistance to end-users. The role involves diagnosing and resolving hardware, software, and networking issues quickly to maintain user productivity. This position requires excellent problem-solving skills, a friendly demeanor, and the ability to communicate technical information effectively to both technical and non-technical staff. The IT Help Desk Support is often the first point of contact for IT-related queries, making customer service skills essential. The ideal candidate will possess a strong understanding of various operating systems and IT applications, coupled with a willingness to keep up with the latest IT developments.

Responsibilities

• Provide first-level technical support to end-users for hardware and software issues.
• Respond to queries via email, chat, or phone in a timely manner.
• Diagnose and troubleshoot technical problems by asking precise questions.
• Document user problems and resolutions in a clear and concise manner.
• Install, configure, and update computer hardware and operating systems.
• Manage user access and permissions for various software applications.
• Maintain an accurate inventory of all IT equipment and software licenses.
• Assist in the setup and configuration of new computer systems and devices.
• Escalate unresolved issues to higher-level IT support staff as necessary.
• Provide regular status updates to users and management regarding ongoing issues.
• Conduct routine maintenance to ensure systems operate efficiently and securely.
• Educate users on basic troubleshooting steps and tips to avoid common issues.

Requirements

• Associate's degree in Information Technology, Computer Science, or related field.
• Proven experience as an IT help desk technician or other IT support role.
• Expertise in Microsoft Windows, macOS, and common office productivity software.
• Strong knowledge of networking fundamentals and computer hardware components.
• Excellent problem-solving skills with an analytical and customer-focused approach.
• Ability to explain technical issues to users in a clear and comprehensible manner.
• Excellent verbal and written communication skills, with attention to detail.
• ITIL or CompTIA A+ certification is a plus but not mandatory.
• Experience with help desk and remote support tools and software.
• Ability to work independently and as part of a collaborative team.