Helpdesk Technician

As a Helpdesk Technician at TKG, you will be the primary point of contact for all IT helpdesk requests, ensuring prompt, professional and effective support for our clients. You will manage and resolve technical issues, escalate when necessary and own communication with clients from initial ticket creation through closure. This role requires strong technical troubleshooting skills, exceptional customer service and adherence to best practices in helpdesk operations.

• Monitor, triageand respond to incoming helpdesk tickets in a timely manner.
• Ensure tickets are accurately categorized, documented and updated throughout their lifecycle.
• Take ownership of assigned tickets and see them through to resolution.
• Serve as the primary contact for clients regarding helpdesk issues.
• Provide clear, professional and timely updates to clients on ticket progress.
• Set expectations for resolution timelines and escalate issues when needed.
• Diagnose and resolve hardware, software and network-related issues for clients.
• Assist with account administration, password resetsand system access requests.
• Support remote and on-site troubleshooting when required.
• Identify issues requiring higher-level technical support and follow proper escalation procedures.
• Work closely with senior technicians to resolve escalated issues efficiently.
• Follow standard operating procedures for ticket handling, documentation and client communication.
• Contribute to the knowledge base by documenting solutions and troubleshooting steps.
• Assist in refining and improving helpdesk workflows and processes.
• Coordinate with internal IT teams, including Network, Security and Platform specialists, for cross-functional issue resolution.
• Participate in team meetings and provide feedback on recurring client issues.
• Stay current with industry trends, new technologies and TKG service offerings.
• Participate in training sessions to enhance technical and customer service skills.

• Incident management and resolution
• Ticket ownership and escalation handling
• Client communication and relationship management
• Helpdesk documentation and reporting
• Adherence to IT best practices and SLAs

• Associate’s degree or higher in Information Technology or related field, or equivalent experience
• 1–3 years of experience in a helpdesk or IT support role
• Strong troubleshooting skills for hardware, software and network issues
• Familiarity with ticketing systems and remote support tools
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to work independently and in a team environment

The Karcher Group (TKG), founded in 1997, offers award winning web services, including digital marketing, web design and e-commerce solutions, custom content management systems & website hosting. Our goal is to create an outstanding user experience, resulting in increased web traffic, leads and sales.