The IT Helpdesk Technician, under supervision, will provide technical support for the organization's IT systems, while delivering exceptional customer service. This role requires strong technical expertise and effective communication with employees at all levels.
Key Responsibilities:
Helpdesk and Computer Support:
- Configure and deploy workstations, install software, and perform updates.
- Set up and configure printers, monitors, and other office equipment.
- Troubleshoot and resolve hardware and software issues for end-user devices.
- Support mobile device setup, configuration, and troubleshooting.
- Perform regular maintenance to ensure systems are running optimally.
Local and Remote Support:
- Provide both in-person help desk support and remote assistance via phone or online tools for employees working offsite.
- Address technical issues, including system setups, logins, and connectivity problems.
- Use remote support tools to diagnose and resolve issues for remote users.
- Ensure timely resolution of tickets and keep detailed documentation of issues and fixes.
Office 365 Administration:
- Manage Office 365 user accounts, licenses, and permissions.
- Support users with Office 365 applications such as Outlook, Teams, OneDrive, and SharePoint.
- Provide training on new Office 365 features and assist users with any related issues.
Project Assistance:
- Assist with IT projects as directed by management.
- Contribute to system upgrades and migrations, collaborating with other IT team members for smooth project execution.
Additional Skills:
- Familiarity with endpoint management tools and processes.
Qualifications:
- Ability to work independently, with strong attention to detail.
- Excellent written and verbal communication skills.
- Comfortable communicating with individuals of various technical skill levels.
- Strong multitasking abilities, with the capacity to prioritize and handle stress effectively.
- Proficient in Office 365 administration and support.
- Knowledge of network protocols and troubleshooting methods.
- Experience with remote support tools and best practices.
- Strong critical thinking and problem-solving abilities, especially in high-pressure situations.
- Dedication to continuous learning and professional growth.
Preferred Experience:
- 2-3 years of experience in a helpdesk or IT support role.
- Certifications such as CompTIA A+, Network+, or Microsoft 365 Certified: Modern Desktop Administrator Associate.
- Experience with cloud-based services and virtualization technologies.
Work Environment:
- Primarily office-based.
- Occasional after-hours work may be required for system maintenance or urgent support needs.
