What are the responsibilities and job description for the Help Desk position at Vaco Technology?
Job Details
We are seeking a customer-focused Help Desk Technician to provide technical support to end-users. The ideal candidate will troubleshoot hardware, software, and network issues while delivering excellent customer service. This role requires strong problem-solving skills, attention to detail, and the ability to communicate technical solutions effectively.
Key Responsibilities:
- Respond to technical support requests via phone, email, or ticketing system.
- Diagnose and resolve hardware, software, and network issues.
- Install, configure, and update software and operating systems.
- Assist users with account setup, password resets, and access management.
- Document troubleshooting steps and solutions in the knowledge base.
- Escalate complex issues to higher-level support teams as needed.
- Provide basic training and guidance to end-users.
- Ensure compliance with IT policies and security protocols.
Required Skills & Qualifications:
- Associate's or Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
- Previous experience in a help desk or IT support role preferred.
- Proficiency in Windows, macOS, and common software applications.
- Basic networking knowledge (TCP/IP, VPN, Wi-Fi troubleshooting).
- Strong customer service and communication skills.
- Ability to multitask and prioritize tasks effectively.
- Experience with a ticketing system (e.g., ServiceNow, Zendesk) is a plus.
- Certifications such as CompTIA A , ITIL, or Microsoft certifications are a plus.
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