Job Description: Help Desk Technician

Position Overview: We are looking for a motivated and customer-focused Help Desk Technician to join our IT team. The Help Desk Technician will be responsible for providing technical assistance and support to end-users experiencing hardware, software, and network-related issues. The ideal candidate should have strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional customer service.

Key Responsibilities:

• Respond to and resolve help desk requests via phone, email, or in-person, ensuring timely and effective solutions.
• Diagnose and troubleshoot hardware, software, and network issues for end-users.
• Install, configure, and maintain computer systems, software, and peripherals.
• Provide guidance and training to users on the use of hardware, software, and network systems.
• Document and track all support requests and resolutions in the help desk ticketing system.
• Escalate complex issues to higher-level support or relevant departments as needed.
• Assist with the setup and maintenance of user accounts, permissions, and passwords.
• Stay current with the latest technology trends, tools, and best practices to provide top-notch support.

Qualifications:

• High school diploma or equivalent; an associate degree in IT or a related field is preferred.
• Proven experience as a Help Desk Technician or in a customer support role.
• Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common software applications.
• Basic understanding of networking principles, including TCP/IP, DNS, and DHCP.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Preferred Skills:

• Certification in CompTIA A+, Network+, or similar.
• Experience with help desk ticketing systems.
• Familiarity with remote desktop tools and support software.

Working Conditions:

• This position may require occasional evening or weekend work to support system updates or urgent issues.
• The role may involve physical activity, such as moving or setting up computer equipment.

Application Process: Interested candidates should submit their resume and a cover letter detailing their relevant experience and qualifications.