Job Description
Job Summary:The Helpdesk Support Technician is responsible for providing first-line support for IT services, assisting users with technical issues, and ensuring a high level of customer satisfaction. Key Responsibilities:- Respond to service requests via phone, email, and chat.- Troubleshoot hardware and software issues, guiding users through solutions.- Document all interactions in the service management system.- Escalate unresolved issues to higher-level support teams when necessary.- Collaborate with other IT teams to resolve complex problems.- Provide support for desktop, laptop, and mobile devices.- Assist users in setting up and configuring their technology.Qualifications:- Associate's degree in computer science, Information Technology, or related field.- Previous experience in a service desk or technical support role preferred.- Strong communication and interpersonal skills.- Familiarity with ITIL framework is a plus. Skills:- Proficiency in Windows, macOS, Microsoft word, excel, outlook and common software applications.- Understanding of networking concepts, active directory and basic troubleshooting.- Experience in using CISCO Finesse or similar tools.- Customer-focused attitude with a desire to help others.Experience: 2-3 years in a Help Desk Support role is required.
