The Helpdesk Technician is responsible for providing advanced technical support and troubleshooting services for hardware, software, network systems, and other IT-related issues. This role serves as an escalation point for more complex problems and helps maintain the organization's IT infrastructure to ensure optimal performance. The ideal candidate will have extensive experience in IT support and excellent problem-solving skills.
Responsibilities
Technical Support:
- Provide advanced support for end-users, including troubleshooting and resolving complex hardware, software, and network issues.
- Serve as an escalation point for junior helpdesk technicians, handling high-priority or complicated tickets.
- Ensure timely resolution of all helpdesk tickets, meeting established SLAs (Service Level Agreements).
Server Maintenance:
- Assist in maintaining, configuring, and upgrading IT systems, including servers, networks, and security systems.
- Help with backups of Customer Systems.
- Collaborate with IT team members to implement patches and updates.
Documentation:
- Document knowledge base articles for common issues.
Requirements
- Proven experience (5+ years) in an IT helpdesk or technical support role, with at least 2 years in a senior or lead position.
- Strong technical knowledge of Windows and macOS operating systems, networking protocols, and hardware troubleshooting.
- Familiarity with cloud services (e.g., Microsoft 365, Google Workspace) and remote support tools.
- Experience with Active Directory, VPN, DNS, DHCP, and other network technologies.
- Strong problem-solving skills and attention to detail.
- Excellent communication skills with the ability to explain complex issues to non-technical users.
- Experience working in fast-paced environments or industries with high demands.
- Certifications such as CompTIA A+.
No direct calls in regards to this position.
