IT Helpdesk Support Technician

The IT Helpdesk Support Technician will provide support and guidance to users experiencing technical issues relating to phone and computer hardware, software, and peripherals.

RESPONSABILITIES

• Provides technical support and guidance to resolve users' computer hardware and software problems, communicating with users via phone, chat, email, and/or a support ticketing system.
• Applies knowledge of computer software and hardware to assist users in resolving problems.
• Installs or assists with the installation and setup of new hardware, software, and peripheral equipment.
• Coordinates service or replacement of defective products from vendors and manufacturers.
• Collaborates with the network administrator to review and analyze hardware and software needs.
• Conducts periodic diagnostics and testing to ensure optimal network function and minimal downtime.
• Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
• Drafts or revises user training manuals and procedures; develops training materials and/or provides onsite training as requested.
• Manages and maintains the ticketing system and MDM systems to ensure support requests are addressed in a timely and efficient manner, tracking resolution progress, managing end-user devices, and escalating issues as needed.
• Serves as Document Coordinator in support of ISO 27001 certification, maintaining and organizing information security documentation, policies, and records in accordance with audit and compliance requirements.
• Performs other related duties as assigned., * Work is primarily performed in a professional office and IT infrastructure environment.
• Regular use of standard office equipment and specialized IT equipment (e.g., servers, networking hardware).
• May require occasional access to server rooms or data centers with varying temperatures and moderate noise levels.
• Work involves managing multiple priorities in a deadline-driven environment.
• Occasional evening, weekend, or on-call work may be required to support system maintenance or critical issues.
• Frequent interaction with employees, vendors, and cross-functional teams.
• Work may involve handling confidential and sensitive information.

Do you have experience in Computer operation?, Do you have a Associate's degree?, * Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Ability to explain technical problems to non-technical employees.

JOB LEVEL SKILLS

• Two years of experience or Associate's degree required; Bachelor's degree in Computer Science, Business Administration, or a related field preferred.
• Thorough understanding of technology commonly used by clients and employees.
• Experience with ticketing systems to manage and track support requests efficiently.
• Familiarity with Mobile Device Management (MDM) platforms for device monitoring, enrollment, and policy enforcement.
• Knowledge of or exposure to ISO 27001 information security standards; experience in document coordination, records management, or compliance support is a plus., * Ability to perform the essential functions of the position with or without reasonable accommodation.
• Prolonged periods of sitting and working at a computer.
• Frequent use of hands and fingers to operate a computer, keyboard, and other office equipment.
• Ability to communicate effectively, including exchanging accurate information.
• Occasional standing, walking, bending, or reaching to access equipment, cables, or work areas.
• Ability to lift, carry, and/or move equipment up to 25 pounds, as needed.
• Visual ability to read screens, analyze data, and review technical documentation.
• Ability to respond to urgent issues in a timely manner in a fast-paced environment.