Helpdesk Technician

Helpdesk Technician

Summary

The Level 1 Remote Helpdesk Technician provides first-line technical support to employees working in various locations. This role focuses on diagnosing and resolving basic IT issues remotely, ensuring smooth operations and minimal downtime.

Key Responsibilities

• Respond to user requests via phone, email, chat, or ticketing system promptly and professionally.
• Troubleshoot and resolve basic issues remotely, including:
• Hardware (PCs, laptops, printers, mobile devices)
• Software (Microsoft 365, email clients, collaboration tools)
• Network connectivity and VPN access
• Perform routine tasks such as password resets, account unlocks, and remote software installations.
• Document all interactions in the IT ticketing system for tracking and reporting.
• Escalate complex issues to Level 2 or specialized teams when necessary.
• Guide users on best practices for remote work security and productivity.
• Maintain SLAs for response and resolution times.

Required Skills & Qualifications

• Education: Associate’s degree in IT or related field (or equivalent experience).
• Experience: Minimum 1 year in IT support or helpdesk environment.
• Technical Knowledge:
• Windows OS and Microsoft Office Suite
• Active Directory and remote desktop tools
• Basic networking and VPN troubleshooting
• Soft Skills: Strong communication, problem-solving, and customer service skills.
• Remote Work Competency: Ability to work independently and manage time effectively.

Preferred Skills

• Familiarity with IT ticketing systems (e.g., ServiceNow, Zendesk).
• Knowledge of mobile device management and cloud-based applications.

Compensation 20.00-23.00