Job Description

Job Summary Key Responsibilities:
Helpdesk Support:

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk software.
• Provide remote and on-site support for hardware, software, and network issues.
• Troubleshoot and resolve basic IT issues, escalating more complex problems to senior IT staff when necessary.

Ticket Management:

• Manage and prioritize helpdesk tickets, ensuring timely resolution and keeping users informed of progress.
• Document and track all incidents, requests, and resolutions using the companys ticketing system.
• Follow up with users to ensure issues have been resolved satisfactorily.

Technical Support:

• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Assist with the installation and troubleshooting of operating systems, software applications, and updates.
• Support network connectivity issues, including Wi-Fi, VPN, and LAN.

User Account Management:

• Assist with the creation, management, and troubleshooting of user accounts, including email and access permissions.
• Reset passwords and manage user access to systems and applications as per company policies.

IT Administration:

• Maintain accurate records of hardware and software inventory.
• Assist in the setup and maintenance of IT documentation, including user guides and procedures.
• Provide basic training to end-users on IT systems and best practices.

Standby & On-Site Support:

• Participate in standby support on a roster basis, responding to urgent technical issues outside of regular working hours.
• Provide on-site support when necessary, including troubleshooting and resolving technical issues that cannot be handled remotely.

Continuous Improvement:

• Identify opportunities for improving IT support processes and suggest enhancements.
• Stay updated on the latest industry trends and technologies relevant to the role.

Requirements:
Soft Skills:

• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Customer-oriented attitude with a focus on delivering high-quality support.
• Ability to work independently and as part of a team.

Other Requirements:

• Willingness to occasionally work outside regular hours to support critical issues.
• Ability to participate in standby support on a roster basis.
• A valid drivers license and access to reliable transportation for on-site support

Qualifications:

• A diploma or degree in Information Technology, Computer Science, or a related field.
• 2-4 years of experience in an IT support role.
• Proficiency in Microsoft Windows and Office 365 environments.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, etc.).
• Familiarity with remote support tools and helpdesk software.

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