IT Help Desk

Objectives

• Provide quick and effective assistance with information technology systems
• Guide employees remotely and in person through systems configuration troubleshooting and maintenance.
• Listen attentively to employees questions and concerns and offer optimal solutions
• Prioritize employee satisfaction in all communications directing unresolved issues to nextlevel.

Responsibilities

• Installing and configuring computer hardware software systems networks printers and scanners.
• Responding to support issues and requests in a timely manner.
• Providing tech support via email online chats phone or in person.
• Assisting employees in troubleshooting hardware and software problems.
• Performing troubleshooting using different diagnostic techniques.
• Troubleshooting diagnosing and resolving technical hardware and software issues.
• Providing quick resolution and excellent helpdesk support.
• Redirecting unresolved issues to the next level of support personnel.
• Providing information on IT products or supports.
• Keeping records of problems and their resolutions.
• Following up with employees.
• Providing feedback on processes and making recommendations for improvement.
• Maintaining technical documentation and a support catalog for software installations hardware configurations and problem troubleshooting.
• Managing IT hardware assets and accessories procurement upon request.

Skill and qualifications

• Good knowledge of CCNA and MCSA.
• Working knowledge of Windows 10/11 Linux macOS.
• Passion for problemsolving and providing support.
• Eagerness to learn new technologies and systems.
• Experience working as an IT help desk with minimum 2 years.
• Bachelors degree in computer science computer engineering.
• Very good communication problemsolving analytical and decisionmaking skills.
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
• The ability to break down technological processes and deliver clear stepbystep instructions.
• Patient and friendly with a great aptitude for listening.
• Strong verbal and written communication skills.
• Commitment to providing exceptional helpdesk support.