IT Helpdesk Technician

We are looking for an IT Helpdesk Technician to provide fast and useful technical assistance on computer systems for end-users for a growing international organization. The proper candidate will prioritize customer service, demonstrate attention to detail, and be able to work in a team environment. They will have excellent written and verbal communication skills and be able to do so well when under pressure.

Job Responsibilities :

Serving as the first point of contact for end-users seeking technical assistance over the phone, by email, or in personPerforming troubleshooting through diagnostic techniques and pertinent questionsDetermining the best solution based on the issue and details provided by end-usersWalk the end-users through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in ticket logsFollow-up and update end-user status and informationMonitor IT assets for potential issues and report to proper internal teamsPass on any feedback or suggestions by end-users to the appropriate internal teamMaintain technical documentation on installation of software, the configuration of hardware, and problem troubleshootingMaintain inventory of IT assetsIdentify and suggest possible improvements to proceduresBA in IT, Computer Science, or similar relevant fieldMinimum 2 years of relevant work experienceCompTIA A+ certification, additional certifications a plusIn-depth knowledge of Windows and Linux systems, mobile devices (iOS and Android), and other tech productsIn-depth knowledge of Microsoft Office and other business productivity softwareKnowledge of Command line tools, PowerShell, and other scripting languages.Microsoft 365 knowledge a plusAbility to diagnose and resolve basic technical issuesExcellent communication and documentation skillsAbility to work nights or weekends with minimal notice