Help Desk Technician

The Help Desk Technician is responsible for providing technical support and troubleshooting assistance to internal and external users. This role involves diagnosing and resolving hardware, software, and network-related issues, along with maintaining IT systems. With 5 years of experience, the technician is expected to handle more complex problems, assist in training junior staff, and contribute to improving the efficiency of IT support services.

Key Responsibilities:
User Support: Provide timely and effective technical support via phone, email, chat, or in-person, resolving hardware and software issues across desktops, laptops, printers, mobile devices, and other equipment.
Troubleshooting: Diagnose, troubleshoot, and resolve a wide variety of hardware, software, and network issues for end-users. Escalate complex problems to senior team members or external vendors as necessary.
System Maintenance: Perform routine checks and maintenance of IT infrastructure, including updates, patches, and system health monitoring.
Ticket Management: Record, manage, and resolve service requests and incidents through a ticketing system. Ensure issues are accurately logged, prioritized, and closed promptly.
Training and Documentation: Provide guidance and training to users on new software, tools, or systems. Create and maintain technical documentation, FAQs, and user guides for both users and IT staff.
Network Support: Assist in the setup, maintenance, and troubleshooting of network devices, including routers, switches, and wireless access points.
Software Installation and Updates: Install, configure, and troubleshoot software applications and updates across multiple platforms (Windows, macOS, etc.).
Asset Management: Maintain an inventory of IT assets, ensuring all equipment and software licenses are up to date and properly tracked.
Collaboration: Work closely with IT team members and other departments to ensure effective IT service delivery.
Security Compliance: Assist in maintaining the security of company systems, including managing user accounts, resetting passwords, and enforcing security protocols.
Required Skills & Qualifications:
Experience: Minimum of 5 years of experience in a help desk or IT support role.
Technical Knowledge: Strong proficiency in troubleshooting hardware and software issues, including operating systems (Windows, macOS, Linux), Microsoft Office Suite, and various enterprise software.
Networking: Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPNs) and basic network troubleshooting.
Problem Solving: Strong analytical skills with the ability to identify problems, research solutions, and resolve issues efficiently.
Communication: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users clearly.
Customer Service: Strong customer service orientation and the ability to manage challenging situations with patience and professionalism.
Teamwork: Ability to work independently and as part of a team, often under pressure.
Certifications (Preferred but not required): CompTIA A+, Network+, ITIL, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications.
Other: Ability to lift and move IT equipment (monitors, desktop