IT Help Desk Technician

Position Overview

As an IT Helpdesk Technician, you will be responsible for providing technical assistance and support related to computer systems, hardware, and software. You will respond to queries, isolate problems, and resolve issues either over the phone, via email, or in person. Your primary goal will be to ensure that end users can effectively utilize technology systems and troubleshoot any technical difficulties they encounter.

Key Responsibilities

Technical Support:

• Provide technical assistance and support to end users for hardware, software, and network-related issues.
• Diagnose and resolve technical problems, including troubleshooting software and hardware errors.
• Assist users with setting up new devices, software applications, and peripherals.
• Install, configure, and maintain computer hardware, software, and related equipment.

Helpdesk Operations:

• Respond to inquiries and requests for assistance from end users via phone, email, or in person.
• Log all helpdesk interactions, including details of inquiries, comments, and actions taken, in the ticketing system.
• Prioritize and escalate technical issues as needed to ensure timely resolution.
• Follow up with users to ensure their technical issues have been resolved satisfactorily.

User Training and Documentation:

• Provide user training and orientation on basic computer operations and software applications.
• Create and maintain documentation, manuals, and knowledge base articles for common technical issues and solutions.
• Assist in developing and updating user guides and training materials.

IT Infrastructure Support:

• Assist in the setup, configuration, and maintenance of IT infrastructure components, including servers, switches, routers, and firewalls.
• Monitor system performance and troubleshoot issues related to network connectivity, server uptime, and other infrastructure elements.
• Collaborate with IT team members to implement system upgrades, patches, and security updates.

Compliance and Security:

• Ensure compliance with IT policies, procedures, and standards.
• Implement security measures to protect systems, data, and networks from unauthorized access and cyber threats.
• Assist in conducting security audits and risk assessments and recommend improvements to enhance security posture.

Qualifications:

• Associate’s degree in information technology, Computer Science, or related field preferred.  Bachelor’s degree a plus.
• Proven experience as a helpdesk technician or in a similar technical support role.
• Strong knowledge of computer hardware, software, operating systems, and networking concepts.
• Familiarity with helpdesk ticketing systems and remote support tools.
• Excellent problem-solving and communication skills.
• Ability to prioritize and manage multiple tasks in a challenging environment.
• Customer service-oriented attitude with a desire to help others.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

work effectively in a team environment.