IT Help Desk Technician Job Description

 

Job Title: IT Help Desk Technician

 

Job Overview:

We are looking for a skilled and customer-focused IT Help Desk Technician to join our team and provide technical assistance to our users. The ideal candidate should be able to diagnose and resolve technical issues, have excellent communication skills, and be able to work in a fast-paced environment.

 

Responsibilities:

 

●     Respond to incoming support requests via phone, email, or chat in a timely and professional manner

●     Diagnose and resolve technical issues with software, hardware, and network systems

●     Escalate complex issues to senior team members or management as needed

●     Provide remote support to users using remote access tools

●     Maintain accurate records of support requests and resolutions in a ticketing system

●     Collaborate with other departments and teams to resolve technical issues

●     Provide training and support to users on software and hardware products

●     Stay up-to-date with industry trends and technologies to provide the most effective support to users

●     Ensure compliance with all applicable policies and regulations related to IT and data security

●     Perform other related duties as assigned

 

Qualifications:

 

●     Associate degree in computer science, information technology, or a related field preferred

●     Minimum of 2 years of experience in IT support or help desk role

●     Strong technical knowledge and expertise in IT systems, software, and hardware

●     Excellent communication and interpersonal skills, with the ability to interact effectively with users, team members, and other stakeholders

●     Strong problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions

●     Familiarity with help desk management tools and software, such as ticketing systems and knowledge bases

●     Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously

●     Flexibility to work outside of regular business hours as needed to ensure 24/7 support