The Helpdesk Technician plays a vital role within the IT Support Team, part of a larger IT department, by providing frontline technical support and ensuring smooth operation of hardware, software, and network systems. This role focuses on resolving user issues efficiently while maintaining clear communication and documentation to support overall IT service management.

Responsibilities

Manage and prioritize support tickets to ensure timely resolution
Provide user support for hardware, software, and network-related issues
Troubleshoot and resolve hardware and software problems effectively
Assist with network troubleshooting and connectivity issues
Perform routine system maintenance and monitoring
Document incidents, resolutions, and procedures clearly
Manage escalation of complex issues to higher-level support
Communicate proactively with customers regarding incident status
Deliver remote support to end-users as needed
Monitor system performance to prevent potential disruptions

Preferred Qualifications

1+ years experience in IT support
High School Diploma or equivalent
Knowledge of Windows OS and Linux basics
Familiarity with Active Directory and ticketing systems
Strong customer service and communication skills
Solid troubleshooting and problem-solving abilities
Basic understanding of networking fundamentals
Effective time management skills

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Helpdesk Technician