IT Help Desk

POSITION SUMMARY :

We are seeking a motivated and technically proficient IT Help Desk Associate to join our dynamic IT team. This role offers a unique opportunity to gain hands-on experience across various IT functions, including telecom, hardware, networking, and system administration. The ideal candidate will be a strong communicator with a passion for problem-solving and delivering exceptional customer service. Occasional travel to other office locations may be required.

KEY RESPONSIBILITIES :

• Respond to incoming help desk requests via phone, email, and ticketing system, ensuring timely and courteous resolution of end-user issues.
• Develop and enforce procedures for handling and escalating requests.
• Monitor and verify the effectiveness of issue resolutions.
• Analyze help desk trends and performance to identify recurring issues and recommend improvements.
• Recommend and implement system reconfigurations based on support trends.
• Develop and deliver end-user training programs to enhance computer literacy and self-sufficiency.
• Create and maintain user documentation, including help sheets, guides, and FAQs.
• Research emerging technologies and support procurement and implementation efforts.
• Coordinate with vendors for system installations and resolve adaptation issues.
• Perform hands-on technical support, including software / hardware installation, system configuration, and file backup.
• Other duties as assigned

SKILLS & QUALIFICATIONS :

EDUCATION & EXPERIENCE :

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PHYSICAL REQUIREMENTS :