Jr. IT Helpdesk

Job Overview:

The IT Help Desk Specialist is responsible for overseeing the daily operations of the IT Help Desk, providing advanced technical support, and ensuring the resolution of IT-related issues in a timely and efficient manner. This role requires excellent problem-solving skills, a deep understanding of IT systems and infrastructure, and a commitment to delivering high-quality customer service.

Key Responsibilities:

• Provide advanced technical support to end-users, addressing hardware, software, and network-related issues.
• Oversee the help desk ticketing system, ensuring all requests are logged, prioritized, and resolved according to SLAs.
• Lead the resolution of complex IT incidents and escalate issues to appropriate teams when necessary.
• Maintenance and administration of IT systems, workstations, and network devices.
• Monitor system performance and reliability, proactively identifying potential issues and implementing preventive measures.
• Ensure a high level of customer satisfaction by delivering prompt and effective IT support.
• Participate in IT projects, contributing technical expertise and ensuring project objectives are met.

Key Qualifications:

• Minimum of 1 year of experience in IT support.
• Proficiency in Windows and Ubuntu environments, knowledge of network protocols and hardware, experience with Active Directory, Office 365, and common enterprise software.
• Strong analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Experience with IT security practices and tools.
• Familiarity with remote support tools and techniques.
• Experience managing help desk ticketing systems such as ServiceNow or Zendesk.