Job Title: Help Desk Technician
We are seeking a dedicated Help Desk Technician to join our team. As a key member of our IT department, you will provide first-level technical support and assistance to end users, troubleshoot and resolve common IT issues, and ensure smooth operations of IT systems.
Your primary focus will be on delivering excellent customer service, efficiently handling user inquiries, and contributing to incident management and knowledge base development.
The role requires the ability to provide initial technical support via phone, email, or ticketing system, troubleshoot and resolve hardware, software, and system issues, and support collaboration tools and associated hardware.
You will also be responsible for installing, configuring, and maintaining Windows Operating Systems and Microsoft 365 applications, monitoring environments and escalating issues as needed, managing user access in Active Directory and other systems, and following IT service management best practices.
Maintaining accurate documentation and providing regular reports is also an essential part of this role, as well as contributing to IT policy and procedure development and tracking and documenting IT hardware and software assets.
In addition, you will be required to support inventory control, escalate unresolved issues to senior IT staff or vendors, liaise with manufacturers for specialized hardware support, and ensure service desk tickets are actioned promptly.
This is a fantastic opportunity to work with a dynamic team and contribute to the success of our organization.