IT Helpdesk

Roles & Responsibilities

Job Title:Onsite IT Helpdesk Technician

Experience: 2+ Years (Preferred)

Job Summary:

We are seeking a dedicated Onsite IT Helpdesk Technician to join our IT team. The ideal candidate will provide first-line support to end-users, addressing and resolving technical issues related to hardware, software, and network systems. This role requires a customer-oriented approach and the ability to work efficiently under pressure while delivering exceptional service.

Key Responsibilities:

- Provide onsite technical support to end-users for hardware, software, and network-related issues.

- Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, and other peripherals.

- Install, configure, and maintain operating systems, software applications, and hardware components.

- Manage and track incidents and service requests through the ticketing system, ensuring timely resolution.

- Assist with the setup and configuration of new computers and devices.

- Support remote users with connectivity and access issues.

- Perform regular maintenance tasks, including software updates, backups, and antivirus checks.

- Collaborate with other IT team members to escalate and resolve more complex issues.

- Maintain accurate documentation of all support activities, including issues resolved, solutions provided, and equipment configurations.

- Provide training and guidance to end-users on using various software applications and tools.

- Ensure compliance with company IT policies and procedures.

- Monitor and report on system performance and make recommendations for improvements.

- Assist with IT-related projects and initiatives as required.

Qualifications:

- Diploma or degree in Information Technology, Computer Science, or a related field.

- 2+ years of experience in an IT helpdesk or support role.

- Strong knowledge of Windows and macOS operating systems.

- Experience with Microsoft Office 365, Active Directory, and remote support tools.

- Familiarity with networking concepts such as TCP/IP, DNS, DHCP, and VPNs.

- Excellent problem-solving skills and the ability to troubleshoot technical issues.

- Strong communication and interpersonal skills, with a focus on customer service.

- Ability to work independently and manage multiple tasks simultaneously.

- Experience with ITIL processes and best practices is a plus.

- Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are advantageous.

Additional Requirements:

- Willingness to work flexible hours, including possible evenings or weekends, depending on business needs.

- Ability to lift and carry IT equipment when necessary.