Help Desk Support – WFH

Overview

We are seeking a Help Desk Support Technician to provide technical assistance and support to end-users within the organization. As a Help Desk Support Technician, you will be responsible for troubleshooting hardware and software issues, guiding users through technical problems, and maintaining the company’s IT infrastructure.

 

Key Responsibilities:
Provide front-line support for technical issues related to hardware, software, networking, and general IT systems.
Respond to and resolve help desk tickets via phone, email, or chat within a specified time frame.
Install, configure, and maintain software and hardware.
Perform system diagnostics to identify, troubleshoot, and resolve technical issues.
Assist users with system upgrades and system software troubleshooting.
Provide guidance and training on using company software and equipment effectively.
Escalate unresolved issues to higher-level technical teams.
Maintain user accounts, email setups, and access permissions.
Ensure all systems are up-to-date with patches, updates, and antivirus definitions.
Document technical procedures, resolutions, and troubleshooting guides.
Work closely with other IT departments to ensure smooth integration and performance of systems.
Participate in IT projects and initiatives as assigned.
Maintain hardware inventory and assist with procurement of necessary tech supplies.

 

Skills and Qualifications:
Education: High School diploma or equivalent required; Associate’s degree or higher in Information Technology or related field preferred.
Experience: 1-3 years of experience in IT support or help desk services, or equivalent technical support role.
Technical Skills:Familiarity with operating systems (Windows, macOS, Linux).
Knowledge of network troubleshooting, including Wi-Fi, routers, switches, and basic networking concepts.
Experience with hardware setups and troubleshooting (printers, desktops, laptops, etc.).
Understanding of common software tools (MS Office, email clients, etc.).
Familiarity with remote desktop tools and ticketing systems (e.g., Zendesk, ServiceNow).
Soft Skills:Strong verbal and written communication skills.
Ability to explain technical issues in non-technical terms.
Excellent problem-solving skills and attention to detail.
Strong time management and organizational skills.
Ability to work well under pressure and meet deadlines.
A customer-focused attitude and a collaborative team player.

 

Preferred Qualifications:
Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.
Experience working in a remote or hybrid environment.

 

Working Conditions:
Full-time, 40 hours per week.
On-call support may be required depending on business needs.
Some travel may be required for on-site troubleshooting or support.