IT Help Desk Technician

About the role

We are seeking a skilled IT Help Desk Technician to join our team. The ideal candidate will be responsible for providing technical support to end-users, ensuring smooth operation of hardware and software systems, keeping detailed issue and resolution logs, and delivering high levels of customer satisfaction. This role requires a proactive individual with excellent problem-solving skills and the ability to communicate effectively with users of varying technical expertise.

Responsibilities

• Provide technical support to end users via phone, email, and in-person.
• Troubleshoot and resolve hardware, software, and network issues.
• Investigate and test various solutions to ensure issues are effectively resolved.
• Install, configure, and maintain computer systems and applications.
• Monitor and maintain IT infrastructure to ensure optimal performance.
• Keep detailed logs of user interactions, issues, and resolutions.
• Escalate complex issues to higher-level support when necessary.
• Assist in the setup and deployment of new hardware and software.
• Assist with the onboarding and offboarding process for team members on various platforms.
• Conduct regular system updates and backups.
• Educate users on best practices for IT security and system usage.
• Maintain high levels of customer satisfaction through professional and courteous interactions.
• Develop and update technical documentation to support team and end-user learning.
• Provide regular updates on progress during team meetings and as required.

Technical Skills

• Extensive knowledge troubleshooting common Level 1 issues such as internet connectivity, printer issues, slow computer performance, peripheral device issues, email problems, software updates, application errors, file recovery, hardware diagnostics, etc.
• Competent knowledge troubleshooting common Level 2 issues such as reviewing logs, root cause analysis, software installation and management for specialized tools and systems, advanced troubleshooting, network maintenance, knowledge of network security practices and anti-virus programs such as Sophos AV, familiarity with firewalls, switches/APs, servers, routers, load balancers, NVRs, and other common hardware, experience supporting Windows 10/11 and Apple devices (iOS and macOS), familiarity with Windows Server 2012/2016, particularly Active Directory (on‑prem), extensive experience with Office 365 administration, familiarity with cloud services (G Suite, Azure AD), UEM and MDM platforms, knowledge of networking concepts (TCP/IP, DNS, DHCP) and familiarity with troubleshooting DNS, DHCP, VPN, and other network/server‑related services, familiarity with remote desktop tools and help desk software, basic understanding of cybersecurity principles and best practices, ability to script and automate tasks using PowerShell or similar tools, experience with hardware diagnostics and repair, familiarity with troubleshooting multifunction and desktop printers, including installation, configuration, and maintenance.

Requirements

• 3‑4 years proven experience in an IT help desk or technical support role.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team, including with external parties such as vendors and managed service providers.
• Strong organizational skills and attention to detail.