Information Technology Help Desk

Job Summary: The IT Help Desk Technician will be the first point of contact for end-users seeking technical assistance. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a customer-centric approach to resolving IT issues via phone, email, and text.

Key Responsibilities:

• Provide first-level technical support to end-users via phone, email, and text.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Assist in the setup and maintenance of user accounts, permissions, and passwords.
• Document and track all support requests in the help desk ticketing system.
• Escalate complex issues to higher-level IT staff as necessary.
• Conduct user training sessions and create instructional materials.
• Maintain up-to-date knowledge of company software and hardware.
• Assist with IT projects and initiatives as needed.
• Ensure all IT policies and procedures are followed.

Qualifications:

• Associate degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• 1 to 3 years of IT experience.
• Proven experience as a help desk technician or other customer support role.
• Excellent knowledge of Windows operating systems and Microsoft Office Suite.
• Familiarity with remote desktop applications and help desk software.
• Strong troubleshooting and multi-tasking skills.
• Ability to work independently and as part of a team.
• Excellent communication and interpersonal skills.
• Customer-oriented mindset with a focus on providing exceptional service.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.