Help Desk Technician

Help Desk Technician

Reports to: IT Support Manager

Responsibilities:

• First Point of Contact for IT Support: Manage incoming support requests, prioritizing and escalating issues based on urgency and impact while providing initial support.
• Document Issues and Progress: Utilize the help desk system to track and manage user requests, ensuring timely follow-up and closure of issues.
• Provide User Training: Offer training sessions or create documentation to educate users on common software applications and best practices, enhancing user knowledge and efficiency.
• Maintain Inventory of IT Assets: Track hardware and software inventory, ensuring proper allocation and reporting of IT resources, minimizing downtime due to equipment shortages.

Requirements:

• Experience: 1-2 years in a help desk or technical support role. Experience in a remote environment is advantageous.
• Technical Skills: Basic understanding of computer hardware, software, and networking concepts, with a willingness to learn.
• Communication Skills: Strong written and verbal communication skills to effectively assist users, including the ability to handle difficult conversations calmly.
• Organizational Skills: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment, ensuring all user requests are addressed.

Certifications:

• CompTIA A+ Certification
• ITIL Foundation Certification
• Microsoft Certified: Fundamentals