Position Summary

The Technical Support / IT Helpdesk Specialist is responsible for providing first-line technical support to end users by diagnosing and resolving hardware, software, network, and system-related issues. This role ensures the smooth operation of IT services by responding to support requests, troubleshooting technical problems, maintaining IT equipment, and delivering excellent customer service.

Key Responsibilities

• Provide first-level technical support for hardware, software, operating systems, printers, mobile devices, and network connectivity issues.
• Respond to helpdesk tickets, emails, phone calls, and chat requests in a timely and professional manner.
• Diagnose, troubleshoot, and resolve technical issues or escalate complex problems to higher-level support teams.
• Install, configure, upgrade, and maintain computer hardware, software, and peripheral devices.
• Set up user accounts, passwords, email access, and permissions following company policies.
• Perform routine system maintenance, updates, and software installations.
• Document incidents, resolutions, and troubleshooting procedures within the helpdesk ticketing system.
• Support onboarding and offboarding activities, including device setup and account provisioning.
• Monitor IT systems and report recurring issues or opportunities for improvement.
• Educate users on IT best practices, security awareness, and proper use of technology resources.
• Ensure compliance with organizational IT policies, cybersecurity standards, and data protection requirements.
• Collaborate with other IT teams to resolve infrastructure, network, and application issues.