Job Title: IT Help Desk Technician

Job Summary

An IT Help Desk Technician provides technical support to employees or customers by diagnosing and resolving hardware, software, network, and system issues. They ensure users can work efficiently by responding to support requests and maintaining IT systems.

Key Responsibilities

Provide first-level technical support via phone, email, chat, or in person.
Receive, log, prioritize, and resolve IT service tickets using a ticketing system.
Track, update, and document service tickets to ensure timely resolution and compliance with service level agreements.
Diagnose and troubleshoot hardware, software, printer, network, and connectivity issues.
Install, configure, and maintain computers, operating systems, applications, and peripheral devices.
Create and manage user accounts, passwords, and access permissions.
Escalate complex or unresolved service tickets to senior IT support or specialized teams.
Maintain accurate documentation of technical issues, resolutions, and system changes.
Assist with system updates, software deployments, and workstation setup for new employees.
Educate users on IT best practices, cybersecurity awareness, and the proper use of technology.
Deliver excellent customer service while meeting response and resolution time targets.

Required Skills

Strong knowledge of Windows and Microsoft Office applications.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
Experience with ticketing systems (e.g., Salesforce, Asana).
Excellent troubleshooting and problem-solving skills.
Strong communication and customer service skills.
Ability to prioritize tasks and work under pressure.

Qualifications

Diploma or bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
Previous experience in an IT support or help desk role is required.

Common Tools

Active Directory
Microsoft 365
Remote desktop software
Salesforce, Asana
Windows operating systems
Antivirus and endpoint management tools

This role is ideal for individuals who enjoy solving technical problems, assisting users, and building a career in information technology. It often serves as an entry point into systems administration, cybersecurity, cloud computing, or network engineering.

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