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Job Description
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.
Job Requirements
- 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.