IT Helpdesk Support I

Description

• Provide technical assistance and support to end-users, ensuring timely and effective resolution of -related issues. 
•  Respond to emails, and phone calls in a professional and customer-friendly manner. 
•  Diagnose and troubleshoot hardware, software, network, and applicat 
•  Perform remote and on-site troubleshooting through diagnostic techniques and pertinent questions. Install, configure, and maintain computer systems, software, peripherals, and network devices. 
•  Collaborate with team members to resolve complex technical issues and escalate when necessary. 
•  Assist with the setup and maintenance of user accounts, permissions, and security settings. 
•  Document and maintain records of user inquiries, issues, and resolutions in the helpdesk ticketing system. 
•  Provide guidance and training to end-users on software applications and systems usage. 
•  Stay updated with the latest technology trends and developments to enhance technical skills. 
•  Contribute to the development and maintenance of IT documentation and knowledge base. 

Requirements

• A minimum of 2 years of experience in a technical support role. 
•  Strong knowledge of Microsoft Windows operating systems (Windows 10, 11) and Microsoft Office 365 Suite. 
•  Familiarity with networking concepts, protocols, and troubleshooting. 
•  Excellent problem-solving skills and the ability to diagnose and resolve technical issues. 
•  Strong verbal and written communication skills, with a B2 CEFR English level or equivalent. 
•  Customer-focused approach with the ability to handle challenging situations and users. 
•  Experience with Microsoft PowerApps is a plus. 
•  Relevant technical certifications (e.g., CompTIA A+, •Microsoft Certified Professional) are beneficial. 
•  Ability to work independently and collaboratively within a team environment. 
•  Strong organizational skills and attention to detail. 
• Able to be on a rotating on-call shift for weekend support.