Help Desk Technician (FOCUS/SIS)

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.5.Collaboration:-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.