IT Helpdesk Associate
Skills
IT Service ManagementITILOperating SystemsRoutine MaintenanceServer AdministrationService-Level AgreementsSoftware Updates
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Minimum 2-3 years of experience in a technical support role
- Proven ability to troubleshoot and resolve technical issues efficiently
- Excellent communication, interpersonal, and customer service skills
- Strong analytical and problem-solving skills
- Working knowledge of Windows and Mac operating systems
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Familiarity with cloud computing concepts is a plus (e.g., AWS, Azure, Google Cloud)
- Ability to learn new technologies quickly
- Excellent time management and organizational skills
- Ability to work independently and as part of a team
Nice to have
- Motivated
- Customer-focused
- Efficient troubleshooting
- Problem-solving
- Excellent communication
- Interpersonal skills
- Strong analytical thinking
- Knowledge of Windows and Mac OS
- Independent worker
- Team player
Day to day
- Provide prompt technical support to clients via phone, email, chat, and in-person assistance
- Troubleshoot various technical issues, including hardware, software, network connectivity, and user accounts
- Perform routine maintenance tasks such as software updates, system backups, and user account management
- Install and configure basic IT equipment and software
- Manage and maintain an accurate inventory of IT assets
- Log and track all service requests in the ITSM system, ensuring timely resolution within agreed SLAs
- Document solutions and procedures to build a knowledge base for future reference
- Participate in ongoing training programs to stay current with the latest technologies
Hiring process
- Not provided