Job Description: Help Desk Technician

Position Overview: We are seeking a proactive and customer-focused Help Desk Technician to join our IT support team. The Help Desk Technician will be responsible for providing technical assistance and support to users experiencing software, hardware, or network issues. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a commitment to delivering exceptional customer service.

Key Responsibilities:

• Provide first-level technical support to users via phone, email, or in-person.
• Diagnose and resolve software, hardware, and network issues in a timely manner.
• Assist with the installation, configuration, and maintenance of computer systems and applications.
• Track and document all support requests and resolutions using a ticketing system.
• Escalate complex issues to higher-level support teams when necessary.
• Guide users through step-by-step solutions and provide clear instructions.
• Maintain up-to-date knowledge of company software, systems, and technology.
• Create and update technical documentation and user guides.
• Ensure all support activities comply with company policies and procedures.
• Stay informed about the latest industry trends and technologies to provide effective support.

Qualifications:

• High school diploma or equivalent; Associate’s or Bachelor’s degree in Information Technology or a related field is a plus.
• Proven experience as a Help Desk Technician or in a similar technical support role.
• Strong knowledge of computer systems, software, and network configurations.
• Excellent troubleshooting and problem-solving skills.
• Proficient in using help desk software and remote support tools.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-oriented mindset with a commitment to providing high-quality support.
• Patience and the ability to remain calm under pressure.