IT Help Desk

Roles and responsibilities

Responding to customer inquiries and providing technical support via phone, email or chat
Troubleshooting hardware and software issues
Diagnosing and resolving network issues
Documenting all issues and resolutions in our ticketing system
Escalating issues as necessary to senior-level technicians
Collaborating with team members to identify trends and implement solutions
Staying current with industry advancements and sharing knowledge with colleagues
Technical Support

Provide first-line support for hardware, software, and network issues, responding to user inquiries via phone, email, or in-person.
Troubleshoot and resolve technical problems, escalating more complex issues to higher-level IT staff as needed.
User Assistance

Assist users with software installations, upgrades, and configurations, ensuring they have the necessary tools to perform their jobs effectively.
Educate users on best practices and provide training on software applications and IT systems.
Ticket Management

Log and track help desk tickets in the ticketing system, ensuring timely resolution and follow-up with users.
Maintain accurate records of user interactions, issues, and resolutions for future reference and reporting.
Hardware Maintenance

Assist with the setup, configuration, and maintenance of hardware (e.g., desktops, laptops, printers) and peripherals.
Conduct routine checks and preventive maintenance on IT equipment to ensure optimal performance.
Documentation

Create and maintain technical documentation, user guides, and knowledge base articles to support common issues and solutions.
Update internal documentation and procedures to reflect changes in technology or support processes.
Collaboration with IT Team

Work collaboratively with other IT staff to implement system upgrades, patches, and new software rollouts.
Participate in team meetings and contribute to continuous improvement initiatives within the IT department.

Desired candidate profile

A bachelor's degree in Information Technology or a related field
1-2 years of experience in a help desk or technical support role
WordPress knowledge
Excellent communication skills
Exceptional problem-solving and critical thinking abilities
Knowledge of Windows and Mac operating systems
Basic understanding of network infrastructure, TCP/IP, and DNS
Ability to work well in a team-oriented environment
Knowledge of Active Directory and virtual environments is a plus
Industry Experience: Experience in a corporate or technical environment is preferred, but entry-level candidates may also be considered.
Technical Skills
Technical Proficiency: Strong knowledge of operating systems (Windows, macOS, Linux), hardware, and software applications.
Troubleshooting Skills: Ability to diagnose and resolve technical issues related to hardware, software, and network connectivity.
Help Desk Software: Familiarity with help desk ticketing systems (e.g., Zendesk, ServiceNow, JIRA) and remote support tools.
Communication and Interpersonal Skills
Customer Service Orientation: Strong customer service skills with a focus on providing excellent support to end-users.
Communication Skills: Excellent verbal and written communication skills to effectively convey technical information to non-technical users.
Personal Attributes
Problem Solver: Strong analytical and problem-solving skills, with the ability to think critically and adapt to new challenges.
Detail-Oriented: High attention to detail to ensure accurate documentation and resolution of technical issues.
Adaptability: Willingness to learn new technologies and adapt to changing environments and priorities.