What are the responsibilities and job description for the Help Desk Technician position at Techgene Solutions?
Job Summary
We are seeking a skilled Helpdesk Technician with 2–4 years of experience to provide first-level and second-level technical support for end users. The candidate should have strong troubleshooting skills, experience supporting Windows environments, and a customer-focused attitude.
Key Responsibilities
- Provide Tier 1 and Tier 2 technical support via phone, email, and onsite.
- Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and peripheral equipment.
- Support installation, configuration, and maintenance of operating systems and software applications.
- Assist with network connectivity issues, VPN support, and basic troubleshooting of routers/switches.
- Create, update, and resolve tickets in the IT ticketing system.
- Handle user account setup, password resets, and permissions in Active Directory and Office 365.
- Support hardware upgrades, patch deployment, and system maintenance activities.
- Document procedures, solutions, and maintain the knowledge base.
- Escalate unresolved issues to senior IT staff when needed.