IT Help Desk Technician

Job Description

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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.




     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




     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