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
