Help desk Technician
A Help Desk Technician serves as the primary point of contact for IT support, resolving hardware, software, and network issues via phone, email, or in-person. Responsibilities include diagnosing technical problems, creating service tickets, installing/upgrading software, and managing user accounts. Key skills required are troubleshooting, customer service, and clear communication.
Key Responsibilities and Duties Technical Support: Provide first-level support for desktop, laptop, mobile devices, printers, and peripheral equipment.
Troubleshooting: Diagnose and resolve software, hardware, and network connectivity issues, utilizing remote desktop tools when necessary.
Ticket Management: Document, log, and track all support requests in a help desk ticketing system, ensuring timely resolution or escalation to Tier 2/3 support.
Account Administration: Perform user account management, including password resets and Active Directory maintenance.
Installation & Maintenance: Install, configure, and upgrade software, operating systems, and hardware.
Documentation: Create or update technical documentation, FAQs, and user guides.
Required Skills and Qualifications
Technical Knowledge: Strong knowledge of Windows/macOS operating systems, Microsoft Office 365, and networking basics (TCP/IP, VPN).
Customer Service: Excellent interpersonal skills with the ability to communicate complex technical issues to non-technical users in a patient, professional manner.
Problem-Solving: Strong analytical and diagnostic skills.
Education/Certification: High school diploma required, often with a degree in IT or certifications like CompTIA A+, Network+, or Google IT Support Professional Certificate.
Working Conditions
Typically requires sitting for long periods, working with computer equipment.
May involve lifting equipment (up to 50 lbs) and occasional travel to different office locations.
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