What are the responsibilities and job description for the Help Desk Technician position at The Phoenix Group?
Job Summary
The Helpdesk Technician provides first-level technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, and network issues. This role ensures timely and effective resolution of IT problems while delivering excellent customer service and maintaining system reliability.
Key Responsibilities
- Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system
- Diagnose and troubleshoot hardware, software, and network issues
- Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals
- Resolve issues related to operating systems, productivity software, and business applications
- Escalate complex or unresolved issues to higher-level support teams when necessary
- Document issues, resolutions, and procedures in the ticketing system
- Maintain user accounts, permissions, and access rights in accordance with company policies
- Provide basic training and guidance to users on IT systems and best practices
- Ensure compliance with security policies and data protection standards
Required Qualifications
- Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- 1–3 years of experience in a helpdesk or technical support role
- Strong knowledge of Windows and/or macOS operating systems
- Familiarity with Microsoft 365, Active Directory, and common business applications
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
- Excellent troubleshooting and problem-solving skills