IT Help Desk

Role Description

The IT Help Desk Technician is responsible for providing technical support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of the organization’s IT systems. This role serves as the first point of contact for IT-related issues and ensures timely resolution of problems to minimize downtime and maintain productivity.


Tasks & Duties:

· Provide Technical Support: Offer first-line support to end users for hardware, software, and network issues via phone, email, or in person.

· Troubleshoot and Resolve Issues: Diagnose and resolve various technical problems related to operating systems, applications, and network connectivity.

· User Account Management: Create, manage, and deactivate user accounts and permissions in Active Directory or other access management systems.

· Hardware & Software Setup: Set up and configure computers, printers, and other peripherals, ensuring systems are ready for use.

· System Updates & Maintenance: Perform routine maintenance, including updates, patches, and security upgrades on software and systems.

· Ticketing System Management: Log and track all support requests and incidents in the IT ticketing system, ensuring timely resolution and follow-up.

· Install & Configure Software: Assist with the installation and configuration of software applications and ensure they are properly functioning.

· Network Assistance: Assist users with network-related issues such as connectivity problems, VPN setup, and wireless network issues.

· Documentation: Maintain accurate documentation for IT processes, troubleshooting guides, and solutions to commonly encountered issues.

· Inventory Management: Assist in managing the inventory of IT equipment and ensure proper tracking and recording of hardware assets.

Monitor System Performance: Perform regular checks on system performance, identifying potential issues before they escalate


Qualifications & Experience:

· Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent work experience. Certified Network Associate (CCNA) preferably.

· 3-5 years of experience in an IT support role, preferably in a Help Desk or IT support environment.

· Hands-on experience with troubleshooting hardware, software, and network issues.

· Familiarity with various office productivity tools like Microsoft Office 365, Google Workspace, and others.

· Experience with network devices, routers, switches, and wireless connectivity solutions.

· Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

· Strong attention to detail, problem-solving skills, and a proactive approach to issue resolution.

· Ability to adapt quickly to new technologies and tools.