IT Help Desk Support

IT Help Desk Support Role

Berkeley seeks a IT Help Desk Support with 13 years of experience to join our growing organization

Job Summary:

Experience:

13 years of experience in an IT support or help desk role.
Experience with Windows macOS and Linux operating systems as well as common office software (e.g. G Suite).

Skills:

Strong problemsolving skills and the ability to troubleshoot and resolve technical issues efficiently.
Excellent communication skills both written and verbal with a customerfocused approach.

Familiarity with remote support tools and help desk software.
Knowledge of basic networking principles including TCP/IP DNS SSO and VPNs.

Key Responsibilities:

Provide firstlevel technical support to employees fully remotely via phone email addressing issues related to computer systems software and hardware. Diagnose and resolve technical hardware and software issues operating systems application errors and connectivity issues.

Guide users through stepbystep solutions offering clear instructions & explanations.

Ticket Management:

Manage and prioritize support tickets ensuring timely resolution according to the company s SLA (Service Level Agreement).
Document all support requests resolutions and followup actions in the help desk ticketing system.

System Maintenance:

Perform regular maintenance tasks such as software updates virus scans and data backups.
Assist in the setup and configuration of new hardware and software.
Ensure all IT equipment is functioning correctly and maintain an inventory of hardware and software assets.

User Training and Documentation:

Create and update user manuals FAQs and knowledge base articles to assist users in resolving common issues independently.
Provide basic training to employees on IT systems software and best practices.

Security and Compliance:

Assist in maintaining network security by monitoring and responding to potential security threats. Ensure compliance with company IT policies and procedures including password management and data protection practices.

Qualifications Education:

Associate s or Bachelor s degree in Information Technology or a related field or equivalent work experience.