The core responsibilities of the IT Helpdesk Technician include addressing user inquiries, troubleshooting hardware and software issues, and efficiently managing support requests/incident for prompt resolution. You collaborate with IT teams to resolve problems, handle OS deployments, and ensure standardized configurations. Additionally, you assist with password resets, software installations, and basic network troubleshooting and provide on-site support as needed. Effective communication and meticulous documentation of configurations contribute to your success in ensuring smooth IT operations.
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Responsibilities
- Serve as the first point of contact for end users seeking technical assistance via phone, email, chat or ticketing system.
- Guide users through step-by-step solutions in person or remotely.
- Assist with onboarding/offboarding tasks such as setting up new user accounts and equipment.
- Handle OS deployments and imaging for PCs and laptops, ensuring standardized configurations and streamlined deployment processes.
- Proficiently manage the lifecycle of support tickets, actively updating, tracking, and efficiently closing them to ensure prompt issue resolution.
- Provide technical assistance for hardware and software troubleshooting.
- Monitor network performance and troubleshoot basic network connectivity issues.
- Provide on-site support by visiting offices and locations as needed.
Requirements
- Bachelor’s degree in computer science from an accredited university.
- 2+ years of practical experience in a similar technical support role, preferably in a corporate or enterprise environment.
- Good knowledge of ITSM, ITIL standards and its processes.
- Strong understanding of Windows/Mac OS, Microsoft Office Suite, and common business applications.
- Excellent verbal and written communication skills.
- Familiarity with network & systems monitoring tools to identify and address potential problems.
