Job Description

Job Scope: Helpdesk / IT Support

Main Purpose:

To provide technical support and assistance to end users (employees, customers, or clients) who are experiencing IT-related issues with hardware, software, systems, or networks.

Key Responsibilities

Technical Support

Respond to user inquiries via phone, email, chat, or ticketing system. Diagnose and troubleshoot hardware, software, and network issues. Provide step-by-step solutions or escalate complex problems to higher-level support.

Incident Management

Log, track, and manage incidents and service requests in a helpdesk/ticketing system. Prioritize and resolve issues based on urgency and impact. Ensure timely follow-up and resolution.

System and Device Setup

Install, configure, and maintain PCs, printers, and mobile devices. Set up user accounts, access permissions, and email configurations.

Software and Application Support

Support installation, updates, and troubleshooting of business applications. Provide guidance on using common software tools (e.g., Microsoft 365, ERP systems).

Network and Connectivity

Assist users with internet, VPN, and Wi-Fi connectivity issues. Coordinate with network or infrastructure teams for escalations.

Documentation & Reporting

Maintain knowledge base articles and troubleshooting guides. Record incidents and resolutions for trend analysis and improvement.

Customer Service

Communicate clearly and professionally with users. Ensure high levels of user satisfaction through courteous and effective support.

Required Skills & Qualifications

Technical skills:

Basic understanding of operating systems (Windows, macOS, Linux). Familiarity with networking basics (IP, DNS, DHCP). Experience with helpdesk ticketing systems (e.g., ServiceNow, Jira, Zendesk). Knowledge of Microsoft Office and common enterprise software.

Soft skills:

Strong communication and problem-solving abilities. Patience and empathy when dealing with frustrated users. Good organizational and multitasking skills.
Job Type: Full-time

Pay: $2,500.00 - $3,500.00 per month

Work Location: In person