Job Title : Help Desk Specialist

Position Overview :

We are seeking a customer-focused and technically proficient Help Desk Specialist to join our team. The Help Desk Specialist will be the first point of contact for internal users seeking technical assistance and support.

The successful candidate will possess strong communication skills, problem-solving abilities, and a commitment to delivering exceptional customer service.

Responsibilities :

• Provide technical support and assistance to end users via phone, email, or in person.
• Diagnose and troubleshoot technical issues related to hardware, software, network, and other IT systems.
• Research, resolve, and escalate technical issues as needed to ensure timely resolution.
• Document and track support tickets and service requests using a ticketing system.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Set up and configure user accounts, email, and other IT services for new employees.
• Provide training and support to end users on basic IT tasks and procedures.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Maintain knowledge base articles and documentation to support self-service and knowledge sharing.
• Monitor and report on help desk performance metrics and trends.

Requirements :

• Bachelor's degree in Information Technology, Computer Science, or related field preferred. Relevant certifications or equivalent experience may be considered.
• years of experience in a help desk or technical support role.
• Strong technical skills and knowledge of Microsoft Windows and Office, macOS, and common business applications.
• Familiarity with ITIL principles and best practices for IT service management.
• Excellent communication and interpersonal skills, with the ability to communicate technical concepts to non-technical users.
• Strong problem-solving skills and ability to work independently or as part of a team.
• Customer service-oriented attitude with a focus on providing a positive user experience.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Preferred Qualifications :

• Certification in IT support or related areas (e.g., CompTIA A , Microsoft Certified : Modern Desktop Administrator Associate).
• Experience with IT service management tools such as ServiceNow, JIRA Service Desk, or Zendesk.
• Experience with remote support tools and technologies (e.g., remote desktop, VPN).
• Knowledge of basic networking concepts and troubleshooting techniques.

Last updated : 2024-05-12