IT Helpdesk

Key Responsibilities:

• Provide first- and second-line technical support to internal staff via phone, email, or in person.

• Diagnose and resolve hardware, software, and network issues on desktops, laptops, mobile devices, printers, and other peripherals.

• Install, configure, and maintain operating systems and application software.

• Support and maintain user account information including rights, security, and systems groups in Active Directory, Office 365, etc.

• Maintain and troubleshoot LAN/WAN, Wi-Fi, and VPN connectivity issues.

• Document technical issues and solutions in ticketing systems (e.g., Jira, ServiceNow, Freshdesk).

• Assist with onboarding/offboarding processes including setup and recovery of user workstations.

• Ensure all systems and software comply with company policies and IT security standards.

• Escalate complex issues to Senior’s ,Team Lead or Sr. Engineers or relevant departments when necessary.

• Participate in system upgrades, maintenance, and IT-related projects.

Requirements:

Education & Experience:

• Bachelor’s degree in Computer Science, Information Technology, or related field.

• 1–3 years of experience in IT support or a similar technical role.

Technical Skills:

• Proficiency in Windows OS, macOS, and common office applications (MS Office, Google Workspace).

• Familiarity with Active Directory, DNS, DHCP, and network troubleshooting.

• Hands-on experience with hardware support and troubleshooting.

• Knowledge of ITSM/ticketing systems.

• Basic understanding of cybersecurity best practices.

Soft Skills:

• Excellent communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Ability to work independently and as part of a team.

• Customer-service oriented with a proactive approach.

Preferred Qualifications:

• Certifications like CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar.

• Experience with remote desktop tools and IT monitoring systems.

• Knowledge of cloud platforms like Microsoft Azure or AWS is a plus.

Working Conditions:

• May require occasional evening or weekend work during system upgrades or outages.

• Some physical activity may be involved (e.g., moving IT equipment).

• On-site presence required; hybrid/remote options may be considered based on role.