Help Desk Technician

• Respond to help desk requests via phone, email, or ticketing system and provide timely resolution to hardware, software, and network issues.
• Diagnose and troubleshoot technical problems, escalating issues to higher-level support when necessary.
• Install, configure, and support various software applications, operating systems, and hardware devices.
• Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.
• Assist with user onboarding, including setting up new equipment and configuring user accounts.
• Ensure the timely and accurate completion of all service requests and tasks.
• Provide remote support and assistance as needed, ensuring minimal disruption to users.
• Collaborate with other IT team members to identify recurring issues and implement solutions.
• Maintain a knowledge base of common issues and solutions for future reference.
• Stay up-to-date with the latest technology trends, tools, and techniques to provide efficient and effective support.

• High school diploma or equivalent; additional technical certifications (eg, Microsoft Certified Professional) are a plus.
• Proven experience as a Help Desk Technician or in a similar technical support role.
• Strong knowledge of computer systems, mobile devices, and technical troubleshooting.
• Excellent communication skills with the ability to explain complex technical issues to non-technical users.
• Experience with remote troubleshooting and support tools.
• Ability to work in a fast-paced environment and manage multiple support requests simultaneously.
• Strong problem-solving skills and attention to detail.

Preferred Skills and Experience:

• Familiarity with Windows environments.
• Basic knowledge of networking principles and protocols.
• Experience working with Active Directory and Office 365.
• Familiarity with ticketing systems and IT management tools.