Key Responsibilities

• Provide first-line technical support to end-users via phone, email, and remote desktop tools.
• Troubleshoot and resolve hardware and software issues on Windows-based devices.
• Help support Azure cloud services, including user accounts and security settings.
• Diagnose and repair hardware malfunctions, including PCs, laptops, printers, and peripherals.
• Maintain accurate records of support interactions and solutions provided.
• Collaborate with other IT staff to implement new technologies and updates.
• Ensure timely follow-up on outstanding issues and escalate complex problems to senior technicians or manage service provider.
• Educate end-users on best practices and preventive measures to reduce technical issues.
• Participate in team meetings and contribute to the continuous improvement of support services.

Qualifications

• High school diploma or equivalent with experience; Minimum of an associate's degree in information technology or related field preferred.
• Proficiency in Windows operating systems and Microsoft Office applications.
• Experience with Azure cloud services and managing user accounts.
• Strong hardware troubleshooting skills for PCs, laptops, printers, and peripherals.
• Exceptional customer service skills, with a focus on effective communication and problem-solving.
• Ability to work independently and collaboratively in a team environment.
• Strong organizational skills and attention to detail.
• Certifications such as CompTIA A , Microsoft Certified: Azure Fundamentals, or similar are a plus.

Preferred Experience

• Minimum of 2 years of experience in a helpdesk or technical support role.
• Previous experience in a corporate helpdesk environment.
• Knowledge of networking protocols and basic network troubleshooting.
• Familiarity with service desk software and remote support tools.
• Experience in managing and supporting mobile devices.
• Knowledge of cybersecurity best practices.

Importance of Effective Communication and Problem-Solving

As a Helpdesk Technician, effective communication and problem-solving abilities are crucial. You will interact with end-users daily, addressing their technical issues and ensuring their satisfaction. Your ability to clearly explain solutions and provide prompt, accurate support will contribute significantly to the overall success of our IT support services.