The Help Desk Technician is responsible for providing technical support and troubleshooting assistance to internal and external users. This role involves diagnosing and resolving hardware, software, and network-related issues, along with maintaining IT systems. With 5 years of experience, the technician is expected to handle more complex problems, assist in training junior staff, and contribute to improving the efficiency of IT support services.
Key Responsibilities:
User Support: Provide timely and effective technical support via phone, email, chat, or in-person, resolving hardware and software issues across desktops, laptops, printers, mobile devices, and other equipment.
Troubleshooting: Diagnose, troubleshoot, and resolve a wide variety of hardware, software, and network issues for end-users. Escalate complex problems to senior team members or external vendors as necessary.
System Maintenance: Perform routine checks and maintenance of IT infrastructure, including updates, patches, and system health monitoring.
Ticket Management: Record, manage, and resolve service requests and incidents through a ticketing system. Ensure issues are accurately logged, prioritized, and closed promptly.
Training and Documentation: Provide guidance and training to users on new software, tools, or systems. Create and maintain technical documentation, FAQs, and user guides for both users and IT staff.
Network Support: Assist in the setup, maintenance, and troubleshooting of network devices, including routers, switches, and wireless access points.
Software Installation and Updates: Install, configure, and troubleshoot software applications and updates across multiple platforms (Windows, macOS, etc.).
Asset Management: Maintain an inventory of IT assets, ensuring all equipment and software licenses are up to date and properly tracked.
Collaboration: Work closely with IT team members and other departments to ensure effective IT service delivery.
Security Compliance: Assist in maintaining the security of company systems, including managing user accounts, resetting passwords, and enforcing security protocols.
Required Skills & Qualifications:
Experience: Minimum of 5 years of experience in a help desk or IT support role.
Technical Knowledge: Strong proficiency in troubleshooting hardware and software issues, including operating systems (Windows, macOS, Linux), Microsoft Office Suite, and various enterprise software.
Networking: Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPNs) and basic network troubleshooting.
Problem Solving: Strong analytical skills with the ability to identify problems, research solutions, and resolve issues efficiently.
Communication: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users clearly.
Customer Service: Strong customer service orientation and the ability to manage challenging situations with patience and professionalism.
Teamwork: Ability to work independently and as part of a team, often under pressure.
Certifications (Preferred but not required): CompTIA A+, Network+, ITIL, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications.
Other: Ability to lift and move IT equipment (monitors, desktop PCs, etc.).
Education:
Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.