Helpdesk Technician

Job Overview:

The Helpdesk Technician provides frontline technical support to computer users in an organization. They troubleshoot issues, solve computer problems, and assist users across various devices and software programs.

Responsibilities:

• Provide timely first-response to user requests for technical assistance across various channels (phone, email, chat etc.)
• Diagnose and resolve common computer, software, network and equipment issues
• Walk users through problem-solving steps to identify and correct issues
• Log and track helpdesk requests using ticketing system
• Escalate complex issues to appropriate technical teams
• Install and configure computer hardware, software, systems, networks, printers and scanners
• Train users on new software or equipment and create support documentation
• Maintain inventory of technology assets and software licenses
• Adhere to and document standard helpdesk processes and procedures
• Identify recurring problems and suggest improvements on services
• Assist in IT purchases
• Maintain IT Stock and Inventory

Skills:

• 1-2 years of helpdesk, desktop support or related experience
• Working knowledge of various OS, software, networks and hardware
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to multi-task and prioritize requests
• Detail-oriented with good documentation skills
• Flexibility to work in fast-paced environment
• Associate’s degree in computer related field is preferred
• IT certifications preferred