Job Details

Job Summary:

We are seeking a reliable and tech-savvy Help Desk Technician to provide first-level support to users experiencing technical issues. As a key member of the IT support team, you will be responsible for diagnosing hardware and software problems, resolving user issues, and ensuring that IT systems and services operate efficiently.

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or in person
• Diagnose and troubleshoot hardware, software, and network issues
• Install, configure, and maintain computer systems and applications
• Escalate unresolved issues to higher-level support or specialized departments when necessary
• Document issues, solutions, and work performed in the help desk ticketing system
• Assist with setting up new user accounts, workstations, and software installations
• Maintain and support office technology, such as printers, scanners, and conferencing equipment
• Educate users on basic troubleshooting steps and best practices
• Ensure compliance with IT policies, procedures, and security standards

Qualifications:

• High school diploma or equivalent (required); associate’s or bachelor’s degree in IT, Computer Science, or related field (preferred)
• 1–2 years of experience in an IT support or help desk role
• Strong understanding of Windows/Mac operating systems, Microsoft Office, and common desktop applications
• Familiarity with basic networking concepts (LAN, WAN, IP, DNS, DHCP)
• Experience with ticketing systems (e.g., Jira, ServiceNow, Freshservice)

Preferred Skills:

• A+ or similar IT certifications (e.g., CompTIA, Microsoft, Cisco)
• Strong problem-solving and critical thinking skills
• Excellent communication and customer service skills
• Ability to work independently and prioritize multiple tasks
• Attention to detail and a strong sense of urgency

What We Offer:

• Competitive salary and benefits
• Opportunities for growth and advancement in IT
• A collaborative and supportive team environment
• On-the-job training and continued learning resources
• Flexible work options (if applicable)

Educational Requirements:

• High school diploma or equivalent (required)
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred)
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator (preferred but not required)

Experience:

• 1–2 years of experience in IT support, help desk, or technical support roles
• Experience working with hardware, software, and troubleshooting user issues
• Familiarity with IT service management and ticketing systems (e.g., ServiceNow, Jira, Freshdesk)

Technical Skills:

• Strong knowledge of Windows and/or macOS operating systems
• Proficiency with Microsoft Office Suite and common desktop applications
• Understanding of basic networking concepts (e.g., TCP/IP, DNS, DHCP)
• Experience with setting up and maintaining user accounts, workstations, and mobile devices
• Knowledge of antivirus, backup, and remote support tools
• Familiarity with Active Directory and Office 365 administration (a plus)

Soft Skills:

• Excellent problem-solving and troubleshooting abilities
• Strong communication and interpersonal skills
• Patience and professionalism in handling user requests and issues
• Ability to prioritize tasks and manage time efficiently
• Customer service-oriented mindset
• Willingness to learn and adapt to new technologies

Other Requirements:

• Ability to lift and move computer equipment (if working on-site)
• Flexibility to work shifts, weekends, or on-call as needed
• Strong attention to detail and ability to follow processes and documentation
• Legal authorization to work in [Country/Region]