Entry Level IT Help Desk
Job Description
Job Description
A successful candidate for an entry-level IT Help Desk position should demonstrate the ability to :
- Basic Technical Troubleshooting : Diagnose and resolve common hardware and software issues (e.g., printers, operating systems, network connectivity).
- Customer Service Skills : Communicate effectively with non-technical users, showing patience and clarity while guiding them through problem-solving steps.
- Remote Assistance : Provide support via phone, email, or remote access tools, often under pressure, while remaining calm and professional.
- Ticketing Systems : Use ticketing software (like CW PSA) to log, track, and manage service requests efficiently.
- Operating Systems Knowledge : Understand and support Windows, macOS, and sometimes Linux environments, especially for tasks like user account setup, password resets, and software installation.
- Basic Networking Knowledge : Address network issues related to Wi-Fi, routers, VPNs, and basic troubleshooting for network outages or slow connectivity.
- Prioritize Issues : Quickly identify the urgency and importance of issues and escalate more complex problems to higher-level support if needed.
- Documentation : Accurately document steps taken to resolve issues and update internal knowledge bases with solutions.
- Basic Security Practices : Assist with security measures like password resets, account lockouts, and basic malware / virus troubleshooting.
- Learning & Adaptability : Stay up-to-date with new technologies, tools, and best practices, and demonstrate a willingness to learn on the job.
Strong interpersonal skills, combined with foundational technical knowledge and an eagerness to improve, are key traits of a successful candidate in this role.
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