We are seeking a skilled IT Help Desk Technician to join our team. The ideal candidate will be responsible for providing technical support to end-users, ensuring smooth operation of hardware and software systems, keeping detailed issue and resolution logs, and delivering high levels of customer satisfaction. This role requires a proactive individual with excellent problem-solving skills and the ability to communicate effectively with users of varying technical expertise.
- Provide technical support to end users via phone, email, and in-person.
- Troubleshoot and resolve hardware, software, and network issues.
- Investigate and test various solutions to ensure issues are effectively resolved.
- Install, configure, and maintain computer systems and applications.
- Monitor and maintain IT infrastructure to ensure optimal performance.
- Keep detailed logs of user interactions, issues, and resolutions.
- Escalate complex issues to higher-level support when necessary.
- Assist in the setup and deployment of new hardware and software.
- Assist with the onboarding and offboarding process for team members on various platforms.
- Conduct regular system updates and backups.
- Educate users on best practices for IT security and system usage.
- Maintain high levels of customer satisfaction through professional and courteous interactions.
- Develop and update technical documentation to support team and end-user learning.
- Provide regular updates on progress during team meetings and as required.
Technical Skills
Extensive knowledge troubleshooting common Level 1 issues such as:
- internet connectivity
- printer issues
- slow computer performance
- peripheral device issues
- email problems
- software updates
- application errors
- file recovery
- hardware diagnostics, etc.
Competent knowledge troubleshooting common Level 2 issues such as:
- Review logs
- Root cause analysis
- Software installation and management for specialized tools and systems
- Advanced troubleshooting
- Network maintenance
- Knowledge of network security practices and anti-virus programs such as Sophos AV.
- Familiarity with firewalls, switches/APs, servers, routers, load balancers, NVRs, and other common hardware.
- Experience supporting Windows 10/11 and Apple devices (iOS and MacOS).
- Familiarity with Windows Server 2012/2016, particularly Active Directory (on-prem).
- Extensive experience with Office 365 administration.
- Familiarity with cloud services (G Suite, Azure AD), UEM and MDM platforms.
- Knowledge of networking concepts (TCP/IP, DNS, DHCP) and familiarity with troubleshooting DNS, DHCP, VPN, and other network/server-related services.
- Familiarity with remote desktop tools and help desk software.
- Basic understanding of cybersecurity principles and best practices.
- Ability to script and automate tasks using PowerShell or similar tools.
- Experience with hardware diagnostics and repair.
- Familiarity with troubleshooting multifunction and desktop printers, including installation, configuration, and maintenance.
