Help Desk Technician

• Provide L1 support for hardware, software, and network issues via phone, email, and chat.
• Manage and resolve incidents through ITSM ticketing tools.
• Create and manage user accounts in Active Directory and Exchange.
• Troubleshoot Windows OS, MS Office, VPN, printers, desktops, and laptops.
• Escalate complex issues to L2/L3 support teams.
• Provide remote desktop support and maintain technical documentation.
• Coordinate with vendors and support teams for issue resolution.

• Windows OS (Windows 7/XP/Server 2000, 2003, 2008)
• Active Directory & Exchange
• ITSM Tools: Remedy, HP Service Center
• Remote Support Tools: Bomgar, WebEx, Remote Desktop
• MS Office Suite (Word, Excel, Outlook, PowerPoint)
• VPN, Network Connectivity, Desktop/Laptop Support
• Browser Support: Chrome, Firefox, Internet Explorer

Soft Skills

• Excellent verbal and written communication
• Strong customer service and troubleshooting skills
• Good documentation skills
• Ability to work in a fast-paced environment
• Team player with strong problem-solving abilities

Education

• B.Sc., Diploma, or equivalent qualification

Keywords

Service Desk, Help Desk, Technical Support, Desktop Support, Active Directory, Exchange, Windows, VPN, ITSM, Remedy, Remote Support, Ticketing Tools, Troubleshooting, Customer Support.

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Employee assistance program, A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

Pay: $45,000.00 - $79,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Paid time off