IT Help Desk Support (225-816)

The IT Help Desk Support role is crucial in ensuring efficient and effective IT services and support across an organization. As the first point of contact for technical assistance, this position is responsible for diagnosing, resolving, and escalating IT issues. The ideal candidate should possess strong problem-solving skills, excellent communication abilities, and a firm grasp of computer systems and applications. This role is dynamic and requires the ability to manage multiple tasks simultaneously while maintaining a high level of professionalism. A successful IT Help Desk Support individual will not only resolve technical issues promptly but will also contribute to enhancing the overall IT experience for users, ensuring that all technical challenges are met with informed and user-friendly solutions.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems.
• Respond to queries in person, over the phone, or via email promptly.
• Install, modify, and repair computer hardware and software systems.
• Run diagnostic programs to resolve technical problems and determine issues.
• Follow up with users to ensure complete resolution of issues and provide feedback.
• Maintain daily performance of computer systems and execute repairs if necessary.
• Train users in understanding operation and technology procedures and protocols.
• Assist with onboarding of new users and setting up their workstations.
• Perform software updates, patches, and regular system maintenance checks.
• Document solutions for recurring problems to ensure streamlined troubleshooting.
• Escalate unresolved issues to the next level of support as necessary.
• Monitor and manage service tickets using a designated Help Desk software platform.

Requirements

• Proven experience as a help desk technician or other customer support role.
• Solid understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues efficiently.
• Excellent communication skills with a focus on customer service and teamwork.
• Proficient in English both spoken and written for effective support communication.
• Customer-oriented attitude willing to walk users through the problem-solving process.
• Certification in Microsoft, Linux, or other software-related fields is a plus.