IT Helpdesk Support

Job Overview:

The IT Helpdesk Support Specialist is responsible for providing technical support and assistance to end-users for hardware, software, and basic network-related issues. This role is crucial in ensuring the efficient operation of computer systems, resolving technical problems, and maintaining overall system performance across the organization. The specialist will interact with users, troubleshoot technical problems, and assist with system installations and configurations.

Key Responsibilities:

• End-User Support:

• Provide in-person, remote, and phone support for employees facing issues with desktops, laptops, printers, and peripheral devices.

• Diagnose and resolve technical problems related to operating systems (Windows, macOS, etc.), software applications, and network connectivity.
• Assist in troubleshooting and resolving issues with email clients, cloud applications, web browsers, and other productivity tools.
• Install and configure desktop hardware and software, ensuring compliance with organizational standards.

• Hardware and Software Management:

• Ensure that all IT equipment, including desktops, laptops, and peripherals, are functioning optimally and perform regular maintenance checks.

• Assist with software installation, updates, patches, and upgrades across the organization.
• Maintain inventory of hardware and software assets, ensuring proper licensing and documentation.

• Networking and Connectivity:

• Assist with basic network troubleshooting (wired and wireless) to ensure connectivity for end-users.

• Diagnose and resolve issues related to VPN, network configurations, and internet access.

• System Security and User Management:

• Assist with user account management, including password resets, account creation, and access control.

• Ensure antivirus, security software, and operating system patches are up to date.
• Assist in managing security protocols to protect the network from unauthorized access or malware.

• Documentation and Reporting:

• Maintain detailed records of service requests, incidents, and resolutions in an IT ticketing system.

• Document troubleshooting processes, system configurations, and procedures to improve support workflows.
• Provide status updates to end-users regarding ongoing issues or resolution timelines.

• Collaboration & Training:

• Work closely with other IT team members to resolve more complex technical issues or projects.

• If needed, assist with training employees on basic software applications, IT policies, and procedures.

Required Qualifications:

• Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field; or relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Specialist, etc.).

• Experience:

• At least 3 years of experience in a desktop support or technical support role, with hands-on experience in troubleshooting and supporting desktop systems, hardware, and software.

• Technical Skills:

• Solid skills to support Microsoft End-User environment (Windows 10/11)

• Basic skills with Microsoft 365 administration
• Basic skills with network and infrastructure
• Strong knowledge of Windows operating systems.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.).
• Experience with remote desktop tools and ticketing systems (e.g., Managed Engine).
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, VPNs, etc.
• Experience with hardware troubleshooting and repairs (desktops, laptops, printers, etc.).

• Soft Skills:

• Excellent problem-solving abilities and attention to details.

• Strong communication skills for both technical and non-technical users.
• Ability to work well under pressure and handle multiple tasks simultaneously.
• Customer-focused attitude and a professional demeanor in all interactions.

Preferred Qualifications:

• Familiarity with Microsoft Entra ID, Active Directory concepts and IT policies.
• Experience supporting enterprise-level software and cloud applications.
• Basic knowledge of IT security best practices.
• Experience in a helpdesk or technical support environment in a corporate or enterprise setting.

Work Environment:

• Full-time, on-site position with the possibility of remote support, depending on business and/or client needs.
• Occasional on-call or after-hours support may be required.

This role is ideal for a highly motivated IT professional with a passion for troubleshooting and delivering exceptional customer service to end-users.

Note: This role will be hired under Figari client.