IT Help Desk Specialist

Roles and responsibilities

Respond to queries via chat, email, or phone.

Help other staff members with troubleshooting and diagnosing problems.

Providing technical assistance for questions and problems.

Resolving problems with networks and other computer systems.

Diagnosing system errors and other issues.

Following up with the team to ensure full resolution of issues.

Running reports to analyze common complaints and problems.

Installing or changing software to fix issues.

Remotely accessing hardware or software to make changes and fix problems.
Technical Knowledge:

Hardware & Software Troubleshooting: Proficient in troubleshooting hardware issues (e.g., desktops, laptops, printers) and software issues (e.g., operating systems, office software, security software).
Familiarity with operating systems (e.g., Windows, macOS, Linux) and basic understanding of networking principles (e.g., TCP/IP, VPNs, DNS).
Experience with remote desktop tools and help desk ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk) to track and resolve issues.
User Support & Communication:

Strong customer service skills to handle user inquiries and issues with professionalism, patience, and empathy.
Ability to explain technical concepts in simple, understandable terms to non-technical users.
Good communication skills to guide users through troubleshooting steps, ensuring they understand the process and the solution.
Problem-Solving & Analytical Skills:

Strong problem-solving abilities to diagnose issues quickly, even under pressure, and develop effective solutions.
Ability to prioritize tasks and troubleshoot multiple issues at the same time in a fast-paced environment.
Detail-oriented with the ability to spot patterns in recurring issues and take action to prevent further occurrences.
Network & System Administration:

Basic knowledge of networking (e.g., configuring routers, switches, firewalls, Wi-Fi networks).
Familiarity with managing and maintaining IT infrastructure, including user accounts, permissions, and access rights in networked environments.
Knowledge of Active Directory, Group Policy, and cloud-based systems (e.g., Office 365, Google Workspace) for user and device management.
Time Management & Organizational Skills:

Ability to manage and prioritize multiple tasks and service requests, ensuring timely resolution of issues.
Capable of managing tickets effectively, meeting response time targets, and updating users on the progress of their issues.

Desired candidate profile

A degree in computer science or a related field is preferable.

Good communication ability, both written and verbal.

Strong computer skills and the ability to troubleshoot and diagnose problems.

Familiarity with both PC and Mac hardware and software.

Experience with network repairs and analysis.

Good customer service skills.

Ability to communicate effectively to help agents to fix their issues and feel satisfied with the experience.
Security Awareness:

Basic understanding of IT security principles, including password management, data encryption, and antivirus protection.
Knowledge of handling security-related issues such as malware removal, phishing scams, and virus outbreaks.
Documentation & Reporting:

Ability to document technical procedures, resolutions, and troubleshooting steps for knowledge sharing and future reference.
Experience in maintaining accurate logs of issues, resolutions, and system updates for reporting purposes.