About the Role
The IT Helpdesk Specialist plays a crucial role in providing first-line technical support to employees, ensuring that IT hardware, software, systems, and user accounts function effectively. This role involves diagnosing and resolving technical issues, managing support requests, and escalating complex problems to the appropriate IT team when necessary.
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Key Responsibilities
Helpdesk & User Support
- Receive, log, prioritize, and resolve employee support requests within agreed response times.
- Provide clear updates to users and close requests with accurate documentation.
- Escalate complex or unresolved issues to the appropriate IT team with full details.
Hardware & Equipment
- Install, configure, and maintain laptops, desktops, monitors, printers, mobile devices, and other IT equipment.
- Prepare and configure new devices for employees.
- Troubleshoot hardware problems and coordinate repairs or replacements.
- Maintain accurate records of IT assets and assigned equipment.
- Support employee onboarding and offboarding by preparing, collecting, and configuring devices.
Google Workspace & User Administration
- Assist with basic administration of Google Workspace accounts and services.
- Create, modify, suspend, and manage user accounts as assigned.
- Assist with Google Groups, shared resources, and access permissions.
- Troubleshoot Gmail, Google Drive, Google Meet, Google Calendar, and other Workspace services.
Network & Connectivity Support
- Perform advanced troubleshooting of LAN, Wi-Fi, VPN, and Internet connectivity issues.
- Carry out network configuration and troubleshooting.
- Troubleshoot FortiGate firewall issues and support firewall-related requests.
- Monitor and report recurring network problems.
- Escalate routing, switching, and other advanced network issues when required.
- Excellent knowledge of FortiGate firewalls and firewall troubleshooting.
- Advanced network troubleshooting.
- Technical troubleshooting and problem-solving.
- IT asset management.
- Strong communication skills.
