IT Helpdesk

This is a remote position.

SUMMARY
The IT Helpdesk is responsible for installing, maintaining, testing, and repairing systems and networks. They utilize their technical knowledge to support IT initiatives and provide first-level technical information systems support.

JOB RESPONSIBILITIES

• Provide technically accurate and user-friendly solutions to basic end-user requests, ensuring efficient and effective resolution.
  
• Manage and support Active Directory (AD) tasks, including user management, permissions, and group policies.
  
• Address and resolve email-related issues, ensuring seamless communication for end users.
  
• Offer application support, assisting users with software-related challenges and ensuring proper functionality.
  
• Handle new user creation processes, ensuring timely account setup and proper configuration.
  
• Manage user offboarding requests, including account deactivation and data transfer as needed.
  
• Build and set up workstations and laptops, ensuring that devices are configured according to company standards.
  
• Diagnose and troubleshoot technical issues across various platforms, providing effective solutions to restore functionality.
  
• Meet or exceed daily utilization goals, maintaining high productivity levels.
  
• Ensure high user satisfaction by delivering prompt, professional, and effective support.
  
• Stay informed about the latest technology trends, tools, and best practices to continuously improve service delivery.
  
• Occasionally, travel onsite to perform tasks that cannot be completed remotely, ensuring that all user needs are met.
  
• Performs other duties as assigned to support the overall objectives of the department and organization.
  

QUALIFICATIONS

• Minimum 2 years of experience in a technical support role, providing hands-on support for end-users and troubleshooting a variety of IT issues.
  
• Experience in BPO, Shared service, IT services industry, Managed Services Provider (MSP) or multi-client environment.
  
• Tech savvy with working knowledge of office automation products, databases and remote control
  
• Good understanding of computer systems, mobile devices and other tech products
  
• Ability to diagnose and resolve basic technical issues
  
• Excellent communication skills.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to work on shifting schedule.
  

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