Helpdesk technician

Overview

We are seeking a skilled and customer-focused Help Desk Technician to provide technical support for our employees and systems. The ideal candidate will have strong troubleshooting abilities, excellent communication skills, and experience supporting end users in a professional environment. This role is critical to ensuring smooth day-to-day IT operations and minimizing downtime.

• Provide Tier 1 and Tier 2 technical support for hardware, software, and network-related issues
• Respond to help desk tickets, emails, and calls in a timely and professional manner
• Diagnose, troubleshoot, and resolve issues related to:
• Windows and macOS operating systems
• Microsoft 365 (Outlook, Teams, SharePoint, One Drive)
• Printers, scanners, and peripheral devices
• VPN, Wi-Fi, and basic network connectivity
• Escalate complex technical issues to higher-level IT staff when necessary
• Set up, configure, and deploy workstations, laptops, and mobile devices
• Maintain accurate documentation of issues, solutions, and system changes
• Assist with onboarding and offboarding of employees (account setup, equipment provisioning)
• Ensure compliance with company IT policies and security standards
• Provide clear, non-technical explanations to users when needed

• Proven experience as a Help Desk Technician or IT Support Specialist
• Strong knowledge of Windows and macOS operating systems
• Experience with ticketing systems (e.g., Service Now, Jira, Zendesk, Freshdesk)
• Solid understanding of basic networking concepts (TCP/IP, DNS, DHCP)
• Excellent verbal and written communication skills
• Strong problem-solving and time-management abilities
• Ability to work independently and handle multiple support requests