JOB SUMMARY

The IT Help Desk Technician is responsible for providing technical support to employees who are experiencing hardware or software issues. They assist in troubleshooting, diagnosing, and resolving issues via phone, email, or remote assistance software. They ensure that all issues are logged, tracked, and resolved within a timely manner while providing excellent customer service to the employees.

EDUCATION & EXPERIENCE

• Associate or Bachelor’s degree in IT and/or have equivalent experience in the IT field
• Minimum 1 year experience in a supportive/service desk role in a tech environment
• Minimum 1 year experience working with Gmail, Google Docs and Outlook
• Proficient in Microsoft Office
• Knowledge of desktop operating systems and basic hardware troubleshooting for PC
• Networking experience with ability to diagnose and resolve network related issues

SKILLS & ABILITIES

• Excellent communication and customer service skills;
• Strong problem-solving abilities;
• Ability to work under pressure and meet deadlines;
• Attention to detail and ability to document technical issues and resolutions;
• Ability to explain technical issues and solutions to non-technical users;
• Ability to work collaboratively with other IT personnel to resolve issues and complete projects;
• Ability to learn quickly and stay up-to-date with the latest technologies and best practices;
• Ability to multitask and manage multiple support requests simultaneously;
• Empathy and patience when working with end-users who may be frustrated or unfamiliar with technology
• Willingness to work outside of normal business hours, as necessary, to resolve critical technical issues.

• Diagnosing and troubleshooting hardware, software, and network issues and providing resolutions
• Responding to and resolving technical issues raised by employees via phone, email, or remote assistance

software

• Creating and maintaining documentation of support tickets, resolutions, and troubleshooting

procedures;

• Escalating more complex technical issues to higher-level support personnel, when necessary;
• Coordinating with other IT personnel to provide support for system upgrades, installations, and

maintenance;

• Assisting in the deployment of new hardware and software for employees;
• Providing excellent customer service to employees and maintaining a positive and professional

demeanor;

• Providing training to employees on how to use various hardware and software applications;
• Monitoring and maintaining IT systems to ensure their stability and performance;
• Staying current with new hardware and software technologies, and proactively identifying and

addressing potential issues before they arise;

• Complete other tasks and projects as assigned.