The IT Helpdesk Technician provides essential technical support to users, addressing hardware, software, and network issues to ensure smooth IT operations. This role involves working both independently and as part of a small helpdesk team integrated with broader IT operations, offering high to moderate user interaction through direct and supervised support. Utilizing tools like ServiceNow, Jira Service Desk, and Zendesk, the technician manages and resolves tickets efficiently while delivering excellent customer service.

Responsibilities

Provide technical support and troubleshooting for hardware, software, and network issues
Manage and resolve support tickets using ServiceNow, Jira Service Desk, or Zendesk
Assist users directly and provide supervised support as needed
Install and maintain software and hardware components
Perform system maintenance and network support tasks
Document issues, resolutions, and processes for future reference
Manage escalation of complex problems to appropriate IT teams
Deliver exceptional customer service throughout the support process

Preferred Qualifications

1+ years experience in IT support
Proficiency with Windows and Linux operating systems
Knowledge of Active Directory and remote support tools
Understanding of networking basics and hardware diagnostics
Strong customer service, problem solving, and communication skills

A&S Telecom Consulting

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IT Helpdesk Technician