IT Service Desk Technician

2–3 years of experience in technical support or IT helpdesk. Open to fresh graduates with a degree in computer science or related fields, provided they have strong technical aptitude and willingness to learn. Strong customer service skills. Clear verbal/written communication skills over the phone and in person with both technical and non-technical persons. Ability to multi-task, prioritize, and remain calm under pressure. Willingness to work flexible hours, including evenings and weekends as required. College degree or higher in IT Networking. Microsoft Certification(s) - Preferred. Net+ Certification. Microsoft 365 Fundamentals (preferred). CompTIA A+ (optional but beneficial).

Managing IT tickets via ConnectWise Manage. Creating and decommissioning user accounts and PCs. Troubleshooting printer, email, and hardware/software issues. Coordinating with vendors (HP, Dell) when needed. Ensuring clear documentation of troubleshooting steps in the ticketing system. Answering calls and emails from customers and logging their queries into the ticketing system. Diagnosing and resolving technical issues related to hardware, software, and network connectivity. Escalating complex issues to other IT teams when necessary. Troubleshooting problems remotely using remote desktop software. Providing basic training and support to users on commonly used applications and software. Maintaining and updating technical documentation and knowledge base articles.