ABOUT THE ROLE
The IT Helpdesk Support Technician will provide support and guidance to users experiencing technical issues relating to phone and computer hardware, software, and peripherals.
RESPONSABILITIES
-
Provides technical support and guidance to resolve users' computer hardware and software problems, communicating with users via phone, chat, email, and/or a support ticketing system.
-
Applies knowledge of computer software and hardware to assist users in resolving problems.
-
Installs or assists with the installation and setup of new hardware, software, and peripheral equipment.
-
Coordinates service or replacement of defective products from vendors and manufacturers.
-
Collaborates with the network administrator to review and analyze hardware and software needs.
-
Conducts periodic diagnostics and testing to ensure optimal network function and minimal downtime.
-
Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
-
Drafts or revises user training manuals and procedures; develops training materials and/or provides onsite training as requested.
-
Manages and maintains the ticketing system and MDM systems to ensure support requests are addressed in a timely and efficient manner, tracking resolution progress, managing end-user devices, and escalating issues as needed.
-
Serves as Document Coordinator in support of ISO 27001 certification, maintaining and organizing information security documentation, policies, and records in accordance with audit and compliance requirements.
-
Performs other related duties as assigned.
BASIC COMPETENCES
-
Excellent verbal and written communication skills.
-
Excellent interpersonal and customer service skills.
-
Strong analytical and problem-solving skills.
-
Proficient with Microsoft Office Suite or related software.
-
Ability to explain technical problems to non-technical employees.
JOB LEVEL SKILLS
-
Two years of experience or Associate's degree required; Bachelor’s degree in Computer Science, Business Administration, or a related field preferred.
-
Thorough understanding of technology commonly used by clients and employees.
-
Experience with ticketing systems to manage and track support requests efficiently.
-
Familiarity with Mobile Device Management (MDM) platforms for device monitoring, enrollment, and policy enforcement.
-
Knowledge of or exposure to ISO 27001 information security standards; experience in document coordination, records management, or compliance support is a plus.
PHYSICAL REQUIREMENTS
-
Ability to perform the essential functions of the position with or without reasonable accommodation.
-
Prolonged periods of sitting and working at a computer.
-
Frequent use of hands and fingers to operate a computer, keyboard, and other office equipment.
-
Ability to communicate effectively, including exchanging accurate information.
-
Occasional standing, walking, bending, or reaching to access equipment, cables, or work areas.
-
Ability to lift, carry, and/or move equipment up to 25 pounds, as needed.
-
Visual ability to read screens, analyze data, and review technical documentation.
-
Ability to respond to urgent issues in a timely manner in a fast-paced environment.
WORK ENVIRONMENT
-
Work is primarily performed in a professional office and IT infrastructure environment.
-
Regular use of standard office equipment and specialized IT equipment (e.g., servers, networking hardware).
-
May require occasional access to server rooms or data centers with varying temperatures and moderate noise levels.
-
Work involves managing multiple priorities in a deadline-driven environment.
-
Occasional evening, weekend, or on-call work may be required to support system maintenance or critical issues.
-
Frequent interaction with employees, vendors, and cross-functional teams.
-
Work may involve handling confidential and sensitive information.
