IT Help Desk

Responsibilities

• Serve as the first point of contact for end-user IT support requests.
• Troubleshoot and resolve common hardware, software, and device-related issues.
• Escalate complex technical issues to higher-level support teams when appropriate.
• Deliver outstanding customer service while maintaining professionalism in every interaction.
• Respond to support requests in a timely and efficient manner.
• Provision, configure, deploy, and maintain desktop computers, laptops, and mobile devices.
• Document support activities and update tickets within the organization's service management platform.
• Participate in onboarding and cross-training across multiple support channels.
• Aid in knowledge sharing and training of team members as needed.
• Demonstrate initiative, accountability, and a proactive approach to problem solving.

Requirements

• Experience providing Tier 1 or IT Help Desk support.
• Strong customer service and interpersonal communication skills.
• Professional demeanor with excellent verbal and written communication abilities.
• Ability to learn new technologies quickly and apply new knowledge effectively.
• Strong troubleshooting and critical thinking skills.
• Ability to prioritize multiple tasks in a fast-paced support environment.
• Comfortable working with ticketing systems and documenting support activities.
• Self-motivated with the ability to work independently while collaborating with a team.

Preferred Qualifications

• Experience using ServiceNow or a similar IT service management platform.
• CompTIA A+ certification.
• Experience supporting Windows and macOS environments.
• Familiarity with Microsoft Azure, Microsoft Intune, and Jamf device management solutions.
• Previous experience supporting desktops, laptops, mobile devices, and end-user hardware.