The IT Helpdesk Technician, under general supervision, will provide essential support to the organization’s IT infrastructure, prioritizing exceptional customer service. The successful candidate will interact with employees across all departments, utilizing strong technical knowledge and problem-solving skills.
Primary Responsibilities:
Helpdesk and Device Support:
- Configure and deploy workstations, and install necessary software and updates.
- Set up and configure printers, monitors, and other office equipment.
- Troubleshoot and resolve hardware and software issues on end-user devices.
- Support mobile device setup, configuration, and troubleshooting.
- Perform routine maintenance and updates to keep systems running efficiently.
Local and Remote User Assistance:
- Deliver in-person help desk support as well as telephone support for remote and home-based users.
- Resolve computer-related issues such as setup, login, and software connectivity.
- Use remote support tools to diagnose and resolve technical issues for off-site employees.
- Ensure prompt resolution of support tickets and document issues and solutions accurately.
Office 365 Management:
- Oversee Office 365 user accounts, licenses, and permissions.
- Provide support for Office 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
- Help users troubleshoot Office 365-related issues and offer training on new features as needed.
Project Support:
- Assist in projects as assigned by management, including IT system upgrades and migrations.
- Collaborate with IT team members to ensure smooth project implementation and minimal disruption to daily operations.
Technical Skills:
- Familiarity with endpoint management tools.
Qualifications:
- Ability to work independently with strong attention to detail.
- Excellent written and verbal communication skills, adaptable to varying levels of technical knowledge.
- Strong organizational skills, with the ability to multitask, prioritize, and work under pressure.
- Proficiency in Office 365 administration and general IT troubleshooting.
- Knowledge of network protocols and experience with remote support tools.
- Problem-solving aptitude and a commitment to continuous learning.
Preferred Experience:
- 2-3 years of experience in helpdesk or IT support roles.
- Certifications such as CompTIA A+, Network+, or Microsoft 365 Certified: Modern Desktop Administrator.
- Experience with cloud services and virtualization technologies.
Work Environment:
- Primarily on-site in an office setting.
- May occasionally require after-hours work for system updates or emergency support.
