IT Help Desk Support (225-929)

As an IT Help Desk Support professional, you will be the frontline of technical support for end-users within an organization. Your role is crucial in ensuring that employees have the tools and advice they need to perform their duties effectively. This position requires a deep understanding of computer software and hardware, excellent problem-solving skills, and a knack for addressing and resolving technical issues promptly. You'll handle everything from password resets and operating system malfunctions to network and connectivity issues, ensuring minimum downtime and enhancing overall productivity. In addition to technical skills, you must have excellent communication abilities, as you will often need to explain complex issues in simple, understandable terms.

Responsibilities

• Provide first-level contact and convey resolutions to customer issues efficiently and accurately.
• Follow standard service desk procedures; log all interactions in the helpdesk ticketing system.
• Diagnose and resolve technical hardware and software issues on Windows and Mac platforms.
• Research questions using available information resources to deliver accurate solutions.
• Advise users on appropriate actions and guide them through the problem-solving process.
• Track and route problems and requests, and document resolutions for future reference.
• Identify and escalate priority issues to higher-level support or management when necessary.
• Stay current with system information, changes, and updates and communicate them to staff.
• Create step-by-step training material and conduct training sessions for users.
• Work closely with other IT team members to ensure quality support is provided.
• Monitor and respond to IT support requests via email, phone, or helpdesk system promptly.
• Maintain inventory of all equipment, software, and license users for record-keeping and audits.

Requirements

• Proven working experience in providing IT help desk support in a corporate setting.
• Strong knowledge of Windows/Mac OS environments and productivity software such as MS Office.
• Excellent problem-solving abilities and the capability to think analytically under pressure.
• Exceptional oral and written communication skills, capable of simplifying technical jargon.
• Advanced technical support knowledge of mobile devices and other tech peripherals.
• Familiarity with remote desktop applications, helpdesk software, and support ticket systems.
• Highly customer-oriented and patient, with a focus on providing high-quality service.
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• IT certifications such as CompTIA A+, Network+, or similar are a plus.
• Ability to work flexible hours, including some evenings and weekends, to support business needs.