ROLE

A Help Desk Support Technician plays a crucial role in supporting and maintaining an organization’s IT infrastructure.

Job Overview:

A Help Desk Technician provides professional technical support by communicating clearly and positively with clients. A successful candidate needs both hard and soft skills to perform their duties. Some important skills and qualifications of a Help Desk Technician include. Their primary goal is to assist System Administrators and other IT staff to ensure the smooth operation of infrastructure.

Key Responsibilities:

System Installation and Configuration:

• • • Assist in the installation and configuration of operating systems, software, and hardware components.
    • Set up and maintain user accounts, permissions, and security settings.
    • Configuring and installing computer, printers and other office equipment.

System Monitoring and Maintenance:

• • • Monitor system performance and troubleshoot issues proactively.
    • Perform routine maintenance tasks, such as system updates, patches, and backups.
    • Ensure the availability and reliability of servers, networks, and other IT infrastructure.

User Support:

• • • Provide technical support to end-users, addressing hardware and software issues.
    • Managing help desk tickets
    • Providing solutions and advice on technical issues
    • Train users on basic system operations and best practices.

Documentation:

• • • Maintain accurate and up-to-date documentation of system configurations, procedures, and troubleshooting steps.
    • Contribute to the development of IT policies and procedure.
    • Documenting and analyzing technical issues and customer interactions.

Collaboration:

• • • Work collaboratively with other IT team members and departments to address cross-functional issues.
    • Assist in the planning and implementation of IT projects.

Desired Skills:

• • • Certification in relevant technologies (e.g., CompTIA A , Microsoft Certified: Windows Server, VMware, Citrix etc.).

Qualifications:

• • • Relevant and related field work experience.
    • Superb customer service skills and professionalism as a way of life mentality.
    • Two (2 ) years of progressive technical support related experience
    • Understanding of operating systems (Windows, Linux, etc.).
    • Knowledge of network protocols and services.
    • Strong problem-solving and communication skills.
    • Ability to work independently and as part of a team.