IT Helpdesk Technician

The IT Helpdesk Technician is responsible for providing technical support to end-users within the organisation. This includes troubleshooting hardware and software issues, resolving network problems, and ensuring smooth operation of IT systems. The role also involves responding to helpdesk requests, maintaining system documentation, and escalating complex issues to senior IT staff when necessary., Provide Technical Support:

• Respond to helpdesk tickets and inquiries via phone, email, or in-person.
• Troubleshoot and resolve hardware, software, and network-related issues for end-users.
• Assist with setting up, configuring, and maintaining desktops, laptops, printers, and mobile devices.
• Provide support for Microsoft Office Suite (Office 365), Operating Systems (Windows 10/11 Pro), and other software applications.

User Account Management:

• Create, modify, and disable user accounts in systems such as Active Directory & Azure, Office 365, and other enterprise applications.
• Desk/Office moves where needed.
• Reset passwords and resolve login issues.
• Ensure all assets (Laptops/PC's/Mobile Devices) are documented and up to date.

Network and System Maintenance:

• Monitor and troubleshoot network connectivity issues (LAN, WAN, VPN).
• Assist in maintaining and managing routers, switches, and firewalls as directed by the IT team.

Security and Backup:

• Ensure compliance with company security protocols and assist with antivirus and malware management.
• Assist in data backups, recovery, and software updates.

• 1-2 years of experience in a helpdesk or technical support role.

Technical Skills:

• Proficiency in Microsoft Windows and macOS operating systems.
• Familiarity with networking concepts (IP addresses, DNS, DHCP, etc.).
• Experience with helpdesk ticketing systems (e.g., Connectwise).
• Knowledge of Microsoft Office 365, Active Directory, and VPN software.
• Basic understanding of hardware components, including desktops, laptops, printers, and peripherals.

Soft Skills:

• Excellent problem-solving and troubleshooting skills.
• Strong verbal and written communication abilities.
• Ability to prioritize and manage multiple tasks efficiently.
• Patience and customer-focused attitude when working with non-technical users.

Work Environment:

• Full-time position based in the Milton Keynes head office
• May require occasional evening or weekend work to resolve critical issues or complete office moves.
• Ability to lift and move computer equipment as needed.
• Be able to drive to other offices (Manchester, Derby & London