Information Technology Help Desk

Job Summary: As an IT Support Technician at Level 1, you will play a crucial role in providing frontline technical assistance to end-users within our organization. Your primary responsibility will be to diagnose and resolve technical issues, ensuring the smooth operation of computer systems, software applications, and peripheral devices. This role requires a customer-centric approach, strong problem-solving skills, and the ability to communicate technical information effectively. Key Responsibilities: 1.Technical Support: -Provide first-level technical support to end-users via phone, email, or in-person walk-ups. -Diagnose and resolve hardware, software, and network issues promptly. -Walk end-users through problem-solving steps and provide clear instructions. 2.Ticket Management: -Log, track, and prioritize support requests using the ticketing system. -Ensure timely resolution of reported issues and escalate problems as needed. 3.User Assistance: -Assist users in setting up, configuring, and troubleshooting. -Educate end-users on basic software applications and system functionalities. 4.Documentation: -Maintain accurate records of support activities, including solutions implemented and issues resolved. -Contribute to the knowledge base by creating documentation for common technical issues. llaboration: -Collaborate with other IT team members to resolve complex issues. -Communicate effectively with both technical and non-technical personnel. Qualifications: -Great Customer Service Skills -High school diploma or equivalent; technical certifications or relevant coursework is a plus. -Proven experience in providing technical support, preferably in an IT helpdesk role. -Strong knowledge of operating systems, hardware, and common software applications. -Excellent problem-solving skills and the ability to think logically. -Effective communication and interpersonal skills. -Familiarity with remote desktop tools and support software. Attributes: - Customer-focused with a service-oriented mindset. - Ability to adapt to a fast-paced and dynamic work environment. - Eagerness to learn and stay updated on the latest technologies. - Strong teamwork and collaboration skills.