IT Help Desk Technician

Description

The IT Help Desk Technician plays a crucial role in maintaining the smooth and efficient operation of VE Solutions' IT infrastructure. With technology at the core of business operations, minimizing technical disruptions is essential to productivity. This role provides frontline support for technical issues, allowing other IT staff to focus on strategic projects and complex challenges. The Help Desk Technician is responsible for timely troubleshooting and resolution of issues, proactive system maintenance, and documentation that empowers users to resolve minor issues independently

Requirements

• Frontline Support: Provide first-line technical support to employees, addressing IT issues swiftly to minimize downtime.
• Ticket Management: Utilize ticketing systems (e.g., Zendesk, ServiceNow) to track, prioritize, and resolve requests, ensuring timely and accurate issue management.
• Hardware & Software Troubleshooting: Diagnose and resolve issues related to Windows, macOS, network connectivity, and business applications, including setting up and configuring computers, printers, and other office equipment.
• System Maintenance: Conduct regular system monitoring and maintenance to preemptively address potential issues, ensuring continuous IT infrastructure functionality.
• User Training & Documentation: Offer guidance and training to employees on common issues and troubleshooting techniques, enabling them to handle minor problems independently.
• Remote Support: Provide support via phone, chat, and in-person assistance, ensuring flexibility and responsiveness to users' needs.
  
  

Experience Requirements

• 1-2 years of experience in a helpdesk or IT support role.
• Proven ability to troubleshoot hardware, software, and network issues in a business environment.
• Familiarity with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and best practices in ticket management.
• Understanding of network troubleshooting, including routers, switches, firewalls, and VPNs.
• Experience setting up and configuring computers, printers, and other office equipment.
  
  

Preferred Certifications

• CompTIA A : Foundational skills in troubleshooting and networking.
• CompTIA Network : Knowledge of network infrastructure and management.
• Microsoft Certified: Modern Desktop Administrator Associate: Proficiency in deploying and managing Windows and Microsoft services.
• HDI Support Center Analyst: Customer service and technical support certification.
• ITIL Foundation: Familiarity with IT service management best practices.