IT Helpdesk Officer

As an IT Helpdesk Officer, you will be the crucial first point of contact for any technical issues or IT support requests raised by an organization’s employees. This role involves resolving and troubleshooting a wide range of technical problems from software troubleshooting and hardware diagnostics to network connectivity issues. You will be responsible for maintaining an efficient and effective IT service desk operation, managing incoming support requests, and providing timely technical assistance. The position requires excellent communication skills, patience, and the ability to work independently and as part of a team. An ideal candidate for this role will possess a strong technical background, superior problem-solving capabilities, and an enthusiastic approach to supporting users with their IT needs. Adaptability, resilience, and a commitment to continuous learning are key to thriving in the dynamic environment of IT support.

Responsibilities

• Provide first-level technical support and resolve technical issues efficiently.
• Handle incoming queries and help requests from end-users professionally.
• Document newly identified issues and procedures for future reference.
• Escalate unresolved issues to higher-level IT support teams when necessary.
• Maintain communication with users regarding issue status and resolution progress.
• Assist with the setup and configuration of computer hardware and software.
• Manage user accounts and access controls across the organization's systems.
• Monitor and respond promptly to service accreditation or outages.
• Contribute to the development of IT policies and best practice guides.
• Stay updated with the latest trends and advancements in IT technology.

Requirements

• Minimum of an Associate’s Degree in Information Technology or similar discipline.
• Proven experience working in an IT support or helpdesk environment preferred.
• Excellent diagnostic and problem-solving skills for varied IT issues.
• Familiarity with remote desktop applications and helpdesk software tools.
• Strong customer service orientation and effective communication abilities.
• Capability to work independently and handle multiple support tickets concurrently.
• Knowledge of basic networking concepts and standard cybersecurity practices required.