IT Support, Tier 1 Help Desk

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Requirements:

• Proven experience as an IT Helpdesk Support or similar role.
• Excellent communication and customer service skills.
• Strong technical knowledge of computer hardware, software, operating systems, and networking.
• Experience with ticketing systems, remote desktop tools, and diagnostic utilities.
• Familiarity with ITSM best practices, such as ITIL.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Associate or Bachelor’s degree in a technical discipline or equivalent work experience.

Responsibilities:

• Document and track all support requests and resolutions in the ticketing system.
• Provide technical support to clients via phone, email, or chat.
• Identify, troubleshoot, and resolve IT-related issues.
• Perform remote or on-site installations, upgrades, and hardware/software repairs.
• Assist with user account management, password resets, and access permissions.
• Collaborate with other IT team members to resolve complex issues.
• Provide training and guidance to end-users on using technology and software.
• Stay current with technology trends, software updates, and security protocols.
• Follow IT service management (ITSM) best practices.