As a Help Desk Technician, you will serve as the first point of contact for internal employees experiencing technical issues. You will provide timely and effective support for hardware, software, and account-related issues, ensuring minimal disruption to business operations. This role offers an excellent opportunity to develop your IT skills and grow your career in a supportive, technology-driven environment.
What you’ll do:
End-User Support
Respond to incoming support requests via phone, email, and ticketing system.
Diagnose and resolve Tier 1 technical issues for hardware, software, and network connectivity.
Provide friendly, professional support while maintaining high customer satisfaction.
Microsoft 365 Support
Assist users with Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
Help users with password resets, account access issues, and basic email troubleshooting.
Support users with file sharing, collaboration tools, and basic application features.
Device & Endpoint Support
Troubleshoot Windows desktop and laptop issues including software installations and updates.
Support mobile device setup and basic troubleshooting for company-managed devices.
Assist with printer setup, connectivity issues, and basic hardware problems.
Account Management
Create and manage user accounts in Entra ID (Azure AD) following established procedures.
Process access requests and modify user permissions as directed.
Maintain accurate documentation of user account changes.
Ticket Management
Log all support requests in the ticketing system with clear, detailed notes.
Prioritize and escalate complex issues to Systems Administrators when necessary.
Follow up with users to ensure issues are fully resolved and document solutions.
Documentation & Knowledge Base
Create and update support documentation and knowledge base articles.
Document common issues and their resolutions for future reference.
Contribute to internal IT procedures and best practice guides.
Equipment Management
Assist with onboarding and offboarding of employees, including equipment setup and retrieval.
Maintain inventory of IT equipment and accessories.
Support hardware deployment and basic configuration.
Learning & Development
Stay current with company systems, tools, and technologies.
Participate in training sessions to expand technical knowledge.
Seek guidance from senior IT staff to develop troubleshooting skills.
What you should have:
Qualifications:
1-2 years of experience in help desk, technical support, or IT support role (or equivalent education/training).
Basic understanding of Windows operating systems and common business applications.
Familiarity with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
Strong customer service skills with a patient and professional demeanor.
Excellent communication skills, both written and verbal.
Ability to explain technical concepts to non-technical users.
Strong organizational skills and attention to detail.
Ability to multitask and prioritize in a fast-paced environment.
Preferred Qualifications:
CompTIA A+ certification
Microsoft 365 Certified: Fundamentals (MS-900)
Experience with ticketing systems (ServiceNow, Jira Service Desk, Zendesk, etc.)
Basic knowledge of Active Directory or Entra ID (Azure AD)
Familiarity with remote support tools
Associate's degree in Information Technology or related field
