Help Desk Technician cum First Level IT Support

As a First-Level Support Technician, you will play a crucial role in providing technical assistance to end-users for all hardware, software, and network issues. Your responsibilities will include: - Providing technical support via phone, email, and in-person channels. - Diagnosing and resolving common user issues related to operating systems, software applications, printing, and connectivity. - Logging and tracking user issues in the help desk ticketing system with accurate documentation. - Identifying and escalating unresolved or complex issues to senior IT staff. - Assisting with setting up, installing, and maintaining hardware, including basic repairs and replacements. - Installing, configuring, and troubleshooting standard software applications. - Assisting users with common network issues and troubleshooting. - Managing user accounts, access rights, and assisting with password resets. - Delivering professional customer service to ensure user satisfaction. - Maintaining clear records of issues, resolutions, and user interactions. - Contributing to the development and maintenance of internal knowledge base articles. - Assisting in the deployment and updates of software patches and antivirus definitions. - Managing and tracking IT hardware inventory. Qualifications required for this role include: - High school diploma or equivalent; Associates degree in Information Technology is a plus. - 1-2 years of experience in IT support or help desk roles. - Basic knowledge of operating systems, common office software, networking concepts, and troubleshooting hardware. - Familiarity with help desk software or ticketing systems. - Strong communication and problem-solving skills. You may also possess additional skills such as experience with remote support tools, knowledge of Active Directory, or familiarity with ITIL practices. This full-time position offers benefits such as cell phone reimbursement, health insurance, internet reimbursement, life insurance, paid sick time, and Provident Fund. There is a potential for occasional after-hours or weekend shifts based on company needs. The work schedule is Monday to Friday, with the expectation of in-person work. If you join our team, your expected start date is 16/03/2025.,