IT Help Desk Technician

What You’ll Do.

Provide support via phone, email, chat, and ticketing systems

Troubleshoot and resolve issues related to:

Windows and macOS workstations

Mobile devices

Printers and peripherals

Microsoft 365 and Google Workspace

Internet connectivity and network performance

Routers, modems, Wi-Fi, switches, and access points

User account access and permissions

Diagnose and resolve technical issues on first contact whenever possible

Log, prioritize, and manage support tickets in accordance with SLAs

Escalate complex issues to higher-level support teams with proper documentation

Support onboarding and offboarding activities

Monitor alerts and respond to system notifications

Maintain accurate records of incidents, resolutions, and customer interactions

Follow operational procedures, knowledge base articles, and support guidelines

Deliver an exceptional customer experience with every interaction

Requirements

Technical Skills.

Knowledge of Windows and/or macOS operating systems.

Understanding of Active Directory and user account management.

Knowledge of networking fundamentals (IP, DNS, DHCP, Wi-Fi).

Experience troubleshooting internet and connectivity issues.

Experience working with ticketing platforms such as:

ConnectWise.

ServiceNow.

Zendesk.

Professional Skills.

Strong customer service and communication skills

Ability to multitask and manage priorities effectively

Excellent troubleshooting and problem-solving abilities

Strong attention to detail and documentation practices

Ability to work independently and in a team environment

Professional, reliable, and accountable mindset

Experience with:

Microsoft 365 Administration

Remote Monitoring & Management (RMM) tools

Basic cybersecurity practices (MFA, Endpoint Protection)

Key Skills

Technical Support.

IT Troubleshooting.

Networking Fundamentals.

Internet & HSIA Support.

Active Directory.

User Account Management.

Ticket Management Systems.

Documentation & SLA Management.

Problem Solving.

Customer Service.

Team Collaboration.

Organization & Time Management.

Continuous Learning.