JOB SUMMARY:

KDCI Outsourcing is looking for a highly skilled and customer-oriented IT Helpdesk Support Specialist to join our growing IT team. In this role, you will serve as the first line of defense in providing technical support to internal users across various platforms. You will be responsible for resolving hardware, software, and network-related issues through chat, email, phone, or remote access tools. Additionally, you will support the onboarding and offboarding process, manage user accounts, and ensure compliance with our IT security protocols.

REQUIREMENTS:

• Minimum of 3+ years of experience in an IT Helpdesk or technical support role.
• Strong troubleshooting and analytical skills with the ability to resolve a wide range of IT issues.
• Excellent verbal and written communication skills with a strong focus on customer service.
• Hands-on experience supporting both Windows and macOS platforms.
• Proficiency with IT ticketing systems and remote support tools.
• Working knowledge of Active Directory, Google Workspace, or similar user account management platforms.
• Familiarity with networking fundamentals and IT security best practices.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• High attention to detail and strong documentation skills.
• Relevant certifications such as CompTIA A+, ITIL, or Microsoft Certified are a plus.

• Deliver frontline technical support to end-users via multiple communication channels (chat, email, phone, remote tools).
• Troubleshoot and resolve hardware, software, and network-related issues in a timely and effective manner.
• Manage the setup and deactivation of user accounts across platforms such as Active Directory and Google Workspace.
• Assist in employee onboarding/offboarding by configuring IT systems and conducting user training on tools and best practices.
• Maintain accurate documentation of issues, solutions, and processes using IT ticketing systems.
• Monitor system performance and escalate complex technical issues as needed.
• Ensure compliance with IT security policies, protocols, and industry best practices.
• Support Windows and macOS environments and assist users with common productivity tools and applications.
• Collaborate with other IT team members to improve internal support processes and infrastructure.
• Stay updated with new technologies and propose improvements to enhance service delivery.