
IT Helpdesk Support
4 days ago
We are seeking a dependable and customer-focused IT Helpdesk Support (Level 1) Specialist to act as the first line of support for users experiencing IT-related issues. This role involves handling support requests, resolving basic technical concerns, and escalating complex problems to higher-level IT teams. The ideal candidate is proactive, detail-oriented, and committed to delivering smooth and efficient IT operations across the organization.
Key Responsibilities
- Respond promptly to user inquiries via phone, email, or ticketing systems.
- Troubleshoot and resolve Level 1 issues related to hardware, software, connectivity, and account access.
- Record, track, and update support tickets using tools such as Freshdesk, Jira, or Zendesk.
- Provide basic technical support for desktops, laptops, mobile devices, printers, and peripherals.
- Assist with software installation, configuration, and updates.
- Guide users through step-by-step troubleshooting procedures.
- Escalate unresolved cases to Level 2 or specialized IT teams as needed.
- Monitor open tickets to ensure timely resolution and follow-through.
- Document recurring issues and contribute to internal knowledge bases and process improvements.
Qualifications
Education & Experience
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 6 months to 1 year of experience in IT helpdesk or technical support preferred.
- Fresh graduates with relevant OJT or internship experience are encouraged to apply.
Technical Skills
- Strong knowledge of Windows and/or Mac OS troubleshooting.
- Familiarity with Microsoft Office Suite, email platforms, web browsers, and basic networking concepts.
- Basic understanding of Active Directory, VPN, and remote access tools is an advantage.
- Experience with ticketing systems (Freshdesk, Jira, Zendesk, etc.) is a plus.
Job Types: Full-time, Permanent
Benefits:
- Company events
- Health insurance
- Opportunities for promotion
- Promotion to permanent employee
Application Question(s):
- How much is your expected salary packages?
- When would you be able to start if you were hired?
- Please provide your active contact number and active email address.
- This role may occasionally require fieldwork or site visits to address hardware or connectivity issues—would you be open to that?
Experience:
- Helpdesk Support: 1 year (Preferred)
Work Location: In person
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