The Helpdesk Technician will be a key member of our IT support team, providing technical assistance to users across a medium to large helpdesk environment. This role handles a range of issues from basic troubleshooting to advanced technical support, ensuring smooth operation of hardware, software, and network systems during both standard business hours and shift work, including nights and weekends. The technician will utilize industry-standard ticketing and remote support tools to diagnose, resolve, and escalate issues effectively.
Responsibilities
- Manage and resolve support tickets using a specific ticketing system such as ServiceNow
- Diagnose and troubleshoot hardware, software, and network issues
- Provide end-user support for Windows OS, Mac OS, and networking fundamentals
- Install and configure software applications
- Assist with system and network monitoring tasks
- Document support activities and resolution steps
- Deliver remote assistance through general remote desktop tools and custom internal tools
- Manage escalation of complex technical problems to appropriate teams
Preferred Qualifications
- 1+ years of experience in IT support roles
- High School Diploma or equivalent
- Proficiency with Windows and Mac OS environments
- Understanding of networking fundamentals
- Experience with remote desktop support tools
- Strong customer service and communication skills
- Effective problem solving and time management abilities
