Helpdesk Technician

Helpdesk Technician

A Helpdesk Technician is the first point of IT contact. You are responsible for providing frontline IT support to customers by troubleshooting hardware, software, and network issues. In addition to handling basic hardware repairs, maintenance, and replacements to minimize downtime and ensure smooth operations. This role also involves assisting with system updates, maintaining IT documentation, and escalating complex issues when necessary.

 KEY RESPONSIBILITIES:

• Provide first-level IT support for desktops, laptops, printers, and other peripherals.
• Assist users with software, application, and connectivity issues.
• Diagnose and repair faulty workstations, laptops, monitors, and other IT equipment.
• Replace defective parts (RAM, HDD/SSD, power supplies, etc.) as needed.
• Maintain an inventory of spare parts and tools for quick repairs.
• Assist with troubleshooting basic network connectivity issues (LAN/Wi-Fi).
• Log track and resolve IT support tickets in the helpdesk system.

 EDUCATION AND EXPERIENCE:

• Associate Degree in Information Technology or Computer Science
• CompTIA A+ would be an asset
• Minimum 1+ year experience serving as a technician/desk support
• Proficiency in the English Language

KEY COMPETENCIES AND SKILLS OF THIS POSITION:

You must possess, demonstrate, and maintain knowledge & skills in the following:

• Must be able to manage yourself by maintaining high self-control, self-confidence, and resilience.
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer Service Orientation
• Must be able to handle multiple projects simultaneously
• Working knowledge of help desk software, databases, and remote control
• Requires the ability to work cooperatively on a team with others

Shift Details:

• Full-time, Sunday to Saturday 6:00 AM - 12:00 AM 
• Available for escalation and on-call support as needed