We are seeking a motivated and detail-oriented IT Helpdesk Support Technician to join our dynamic IT team. The ideal candidate will provide first-line technical support to end-users, assisting them with hardware and software issues, and ensuring efficient resolution of IT-related problems. Proficiency in ServiceNow and Active Directory is highly preferred.
Key Responsibilities:
Provide Technical Support: Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ServiceNow ticketing system.
Incident Management: Log, track, and manage incidents and service requests in ServiceNow, ensuring timely resolution and proper documentation.
Active Directory Administration: Perform user account management in Active Directory, including password resets, account creations, deletions, and permissions management.
Troubleshoot IT Issues: Diagnose and resolve hardware, software, and network-related issues for desktops, laptops, printers, and mobile devices.
Software Installation and Configuration: Assist in installing, configuring, and maintaining software applications and updates.
User Training and Support: Provide basic training to end-users on hardware and software usage, and IT best practices.
Escalation: Escalate complex issues to higher-level support teams or IT specialists as necessary.
Documentation: Maintain accurate and up-to-date documentation of technical procedures, solutions, and user guides.
Asset Management: Assist with inventory management of IT assets and equipment.
Collaborate with IT Team: Work closely with other IT team members to support various IT projects and initiatives.
Requirements:
Education: High school diploma or equivalent. An associate degree in Information Technology or a related field is preferred.
Experience: 1-2 years of experience in a helpdesk or technical support role.
Technical Skills:
Proficiency with ServiceNow or similar IT service management tools.
Experience with Active Directory administration.
Strong knowledge of Windows and Mac OS operating systems.
Familiarity with common office software applications (e.g., Microsoft Office Suite).
Basic understanding of networking principles and troubleshooting.
Soft Skills:
Excellent verbal and written communication skills.
Strong problem-solving and analytical skills.
Ability to work independently and as part of a team.
Strong customer service orientation with a friendly and professional demeanor.
Certifications: CompTIA A+, ITIL Foundation, or other relevant certifications are a plus.