Help Desk Specialist

We are looking for a dedicated and skilled Help Desk Specialist to join our IT support team. The ideal candidate will be responsible for providing first-level technical support to end-users across various communication channels, including in-person, phone, email, and remote assistance. The role requires proficiency in troubleshooting hardware, software, and network issues, along with excellent communication and customer service skills. If you have a passion for technology and helping others, we encourage you to apply.

Key Responsibilities:

• Technical Support:
  • Provide first-level technical support to end-users in person, via phone, email, or remote assistance.
  • Assist with issues related to hardware, software, and network connectivity.
  • Troubleshoot and resolve common operating system issues on Windows, Linux, and MacOS.
• Communication and Customer Service:
  • Maintain effective communication with end-users, ensuring they are informed of ticket statuses and resolutions.
  • Deliver exceptional customer service, addressing user concerns and providing solutions in a professional manner.
  • Provide regular updates on ticket statuses and escalate complex issues to higher-level IT teams when necessary.
• Documentation:
  • Ensure clear and concise documentation of troubleshooting steps, issue resolutions, and user interactions.
  • Maintain detailed records of support requests and resolutions in the ticketing system.
• Collaboration:
  • Collaborate with other IT teams to resolve complex issues and implement solutions.
  • Participate in team meetings and contribute to continuous improvement initiatives.
• Software and Systems Familiarity:
  • Stay up-to-date with common productivity software and operating systems (Windows, Linux, MacOS).
  • Provide guidance and support on the use of standard office applications and software tools.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Familiarity with common operating systems (Windows, Linux, MacOS) and productivity software.
• Proficiency in troubleshooting hardware, software, and network issues.
• Excellent communication and customer service skills.
• Experience with ticketing systems and support tools.
• Preferred relevant IT certifications such as CompTIA A+ or ITIL Foundation.

Preferred Skills:

• Experience with remote support tools and techniques.
• Knowledge of network fundamentals and common network issues.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.