Title:  Information Technology Help Disk

Key Responsibilities:

• Incident Management:

• • • Act as the first point of contact for users experiencing technical issues related to hardware, software, or network services.
    • Log, categorize, prioritize, and resolve incoming service desk tickets, providing timely updates and ensuring customer satisfaction.
    • Perform basic troubleshooting, provide guidance, and escalate unresolved issues to the appropriate teams.

• Technical Support:
• Provide support for end-user hardware (laptops, desktops, IPADs), operating systems (Windows, macOS), and applications (Microsoft Office, email clients, etc.).
• Troubleshoot and resolve technical issues related to networking, connectivity, printing, Active Directory, and other IT systems.
• Support IT onboarding for new hires, including setting up workstations, configuring software, and providing training.

• System Administration Support:
• Assist in system monitoring, patch management, and maintenance of IT systems.
• Support account creation, permissions management, and password resets via Active Directory, Office 365, or other identity management platforms.

• Documentation & Knowledge Base:
• Maintain and update the IT knowledge base and documentation to ensure efficient problem-solving and self-service options for users.
• Document recurring issues and resolutions for future reference and training purposes.

• Customer Service Excellence:
• Communicate effectively and professionally with end users, ensuring that service level agreements (SLAs) are met.
• Provide clear, step-by-step instructions and guidance to users to resolve issues independently.

• Hardware & Software Management:
• Assist in the deployment of hardware and software updates and upgrades.
• Ensure all IT assets (laptops, desktops, printers, etc.) are inventoried and tracked accurately.

• Collaboration and Escalation:
• Collaborate with other IT teams (networking, systems, security) to address more complex issues or to deploy large-scale projects.
• Escalate critical incidents and problems to senior IT staff or vendors when needed.

Required Qualifications:

• Experience: 1:3 years of experience in an IT support or service desk role, preferably in a corporate or enterprise environment.

• Technical Skills:
• Proficient in troubleshooting hardware and software issues for desktops, laptops, printers, and mobile devices.
• Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook, etc.).
• Familiarity with operating systems such as Windows 10/11, macOS.
• Understanding of networking principles (TCP/IP, DNS, DHCP, etc.).
• Experience with Active Directory, Office 365, and other IT service management tools.

• Certifications (Preferred but not required):
• ITIL Foundation Certification or other IT service management certifications.
• CompTIA A+ or equivalent technical support certification.
• Microsoft Certified: Microsoft 365 certifications are a plus.

• Problem-Solving Skills:
• Strong analytical skills with the ability to troubleshoot and resolve complex technical issues.
• Excellent organizational and time-management skills, with the ability to handle multiple tasks simultaneously.

• Communication Skills:
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent customer service skills with a patient and empathetic approach.

• Attention to Detail:
• Ability to maintain high standards of quality and attention to detail while working under pressure.