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Job Description
- Provide first-line technical support to end-users via phone, email, and in-person channels.
- Diagnose and resolve hardware, software, and network issues efficiently and professionally.
- Log, track, and manage support tickets using the company’s help desk system, ensuring timely resolution.
- Escalate complex technical problems to higher-level IT staff or relevant departments as needed.
- Install, configure, and maintain desktop computers, laptops, printers, and other IT equipment.
- Assist in onboarding new employees by setting up accounts, devices, and access permissions.
- Document troubleshooting steps, solutions, and user guides to enhance knowledge sharing.
- Monitor system performance and proactively identify potential issues or areas for improvement.
- Maintain compliance with company IT policies, security protocols, and data privacy standards.
- Deliver excellent customer service, ensuring user satisfaction and fostering a positive IT support experience.
Job Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 5-7 years of proven experience in a help desk, IT support, or technical support role.
- Strong knowledge of Windows and macOS operating systems, as well as common office applications.
- Experience with troubleshooting hardware, software, and network connectivity issues.
- Familiarity with help desk ticketing systems and remote support tools.
- Excellent communication and interpersonal skills, with a customer-focused approach.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
- Willingness to work onsite and provide hands-on support as required.
- Commitment to upholding IT security and data privacy best practices.