Help Desk Agent I

We are looking for a Help Desk Agent I to provide first-level technical support to end users. This role involves troubleshooting basic IT issues, resolving service requests, and ensuring a smooth user experience with company systems and tools., * Provide first-line support for hardware, software, and network issues

• Respond to user queries via phone, email, or ticketing system
• Log, track, and manage incidents and service requests
• Troubleshoot basic issues related to desktops, laptops, printers, and applications
• Escalate complex problems to higher-level support teams when needed
• Assist with user account setup, password resets, and access issues
• Install and configure standard software and hardware
• Maintain accurate documentation of issues and resolutions
• Follow IT support processes and service level agreements (SLAs)

• Bachelor's degree or diploma in IT, Computer Science, or related field (or equivalent experience)
• 02-4 years of experience in IT support or help desk roles
• Basic understanding of Windows/macOS operating systems
• Familiarity with common software (Microsoft Office, email clients, browsers)
• Basic knowledge of networking concepts (Wi-Fi, LAN, VPN)
• Strong problem-solving and communication skills, * Experience with ticketing tools (ServiceNow, Jira, Zendesk, or similar)
• Basic understanding of Active Directory and user management
• IT certifications (CompTIA A+, ITIL Foundation) are a plus, * Customer-focused with a helpful attitude
• Good communication and listening skills
• Ability to handle multiple requests and prioritize tasks
• Willingness to learn and grow in IT support