What are the responsibilities and job description for the Helpdesk Assistant position at Kloud9 IT, Inc.?
Job Title: Helpdesk Assistant
Location: Kloud9
Job Type: Full Time
Reports To: Service Delivery Manager
Job Summary:
We are seeking a detail-oriented and customer-focused Helpdesk Assistant & Dispatcher to join our IT support team. This is a great entry-level opportunity for individuals looking to start a career in IT. This role involves basic technical support tasks, ticket management, and coordinating service requests by dispatching them to the appropriate IT personnel. The ideal candidate will have strong organizational skills, a basic understanding of IT systems, and excellent communication abilities.
Key Responsibilities:
- Act as the first point of contact for IT support requests via phone, email, and ticketing system.
- Perform basic troubleshooting steps for common IT issues, such as password resets, printer connectivity, and account lockouts.
- Log and categorize support tickets accurately in the helpdesk system.
- Prioritize and dispatch support tickets to the appropriate IT technicians based on urgency and skill level.
- Follow up on open tickets to ensure timely resolution and maintain customer satisfaction.
- Provide users with status updates on their IT requests and escalate unresolved issues to higher-level support.
- Maintain accurate records of IT support activities and update the knowledge base with frequently asked questions and solutions.
- Assist in setting up and configuring basic IT equipment such as workstations, peripherals, and user accounts.
- Support IT administrative tasks, including inventory tracking and documentation.
Qualifications & Skills:
- High school diploma or equivalent; IT-related certification or coursework is a plus.
- Basic knowledge of computer hardware, software, and networking fundamentals.
- Strong organizational and time-management skills.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Customer service-oriented with a proactive and problem-solving mindset.
- Experience with ticketing systems (preferred but not required).
Why Join Us?
- Opportunity to gain hands-on IT experience and grow within the company.
- Supportive and collaborative team environment.
- Competitive salary and benefits package.
If you are looking for an entry-level IT role that allows you to develop your technical skills while coordinating IT support operations, we encourage you to apply!
How to Apply:
Please send your resume and a brief cover letter to [Company Email] with the subject line “Helpdesk Assistant & Dispatcher Application.”