Helpdesk Technician

Helpdesk Technician provides front-line support for technical issues, ensuring timely resolution and positive user experience. Works onsite and hybrid, handling hardware, software, and connectivity problems, and assists with device lifecycle and onboarding tasks.

• Respond to IT requests through tickets, email, chat, walk-ins, or phone.

• Provide prompt, customer-focused support and resolution to issues within designated SLAs.

• Troubleshoot and resolve hardware, software, and connectivity problems.

• Escalate complex issues as needed with clear documentation.

• Maintain support documentation and knowledge base entries.

• Accurately track and prioritize issues in the ticketing system.

• Assist with onboarding/offboarding tasks.

• Follow IT processes and security guidelines.

• 2+ years of professional IT experience

• Strong communication skills

• Customer service mindset

• Ability to explain technical concepts using simple terms

• Willingness to learn

• Proficient with computers and knowledge of Microsoft apps

• Good organizational skills

• Able to multitask and prioritize

• Reliable, professional team player

• Familiarity with Windows, Android, and iOS

• Familiarity with cloud only environments

• Familiarity with remote support tools

• Experience with ticketing systems (e.g., Jira, Service Now, Freshdesk)

• Certifications like CompTIA A+, Network+, or MS-900 / AZ-900

You have 2+ years IT experience and strong communication. You troubleshoot hardware, software, and connectivity within SLA. You're proficient with Microsoft apps and remote support tools