IT Helpdesk Technician

Core Responsibilities

• Respond to the help desk inquiries by providing timely technical assistance to end users.
• Troubleshoot and resolve hardware, software, and network-related issues.
• Troubleshoot network connectivity issues and assist with creating and configuring network devices.
• Create, update, and close all support tickets in a timely manner.
• Prioritize and escalate issues as necessary to ensure a swift resolution.
• Maintain accurate information of the user requests, resolutions, and equipment inventory.
• Diagnose and resolve technical problems in accordance with established procedures.
• Ensure that all issues are documented and tracked.
• Update knowledge base platforms with solutions.
• Install, configure, and update software applications on end users’ hardware.
• Provide guidance on the proper software usage and troubleshoot software-related problems.
• Coordinate and communicate with vendors concerning hardware repairs and replacement.
• Assist with hardware upgrades and installation and ensure Asset Management policies and procedures are adhered to.

Qualifications, Skills & Experience

• A Bachelor’s Degree in Computer Science or other relevant discipline.
• 2-3 years proven IT help desk experience.
• Comprehensive knowledge of hardware, operating systems, network, servers, and software applications, web, and mobile-based technologies.
• Microsoft Office (Word, Outlook, Excel) and/or Microsoft 365 experience.
• Active Directory and Group Policy familiarity.
• Web Browser Configuration Experience: Internet Explorer, Edge, Chrome, etc.
• Familiarity with Server and Network terminology.
• PC configuration and repair experience.
• Ability to effectively communicate and troubleshoot with non-technical end users across all levels of the organization.
• Excellent troubleshooting and problem-solving skills.
• Strong customer-oriented approach with a focus on providing high-quality service.