IT Helpdesk Specialist

About the role

The IT Helpdesk Specialist is responsible for ensuring smooth technical operations across the company. Reporting to the IT Assistant Manager, your main responsibilities include providing first-level technical support, maintaining and updating hardware and software documentation, and managing IT inventory. You will be a key contact for troubleshooting issues related to desktops, laptops, mobile devices, and printers.

Responsibilities

• Technical Support: Provide first-level technical support for various hardware (desktops, laptops, handy terminals, mobile phones) and software (installation, configuration, troubleshooting).
• Device Management: Configure and support devices such as handy terminals, label printers, and LaserJet printers, ensuring they are operational and meeting company needs.
• Helpdesk Management: Efficiently manage the Helpdesk system, assign tickets, and generate monthly reports on incidents and requests.
• Documentation: Maintain and update technical documentation for all supported devices and systems.
• Inventory Management: Keep track of hardware and software inventory to ensure all items are accounted for and up to date.
• Provide end users with a professional and empathetic source for problem resolutions

Requirements

• Minimum 3 years of experience in Information Systems, Information Technology, Computer Science, or a related field required.

Skills

• Technical Skills: Strong understanding of network protocols, DHCP servers, Active Directory, and Office 365. Competency in Windows 11 Pro and Apple iPhone iOS is a must.
• Problem-solving Skills: Excellent ability to identify, analyze, and resolve technical issues promptly.
• Communication Skills: Proficient in communicating clearly and effectively in both written and verbal forms to assist end users and manage expectations.
• Organizational Skills: Ability to plan, prioritize, and organize work effectively, ensuring all tasks meet established objectives and deadlines.
• Professionalism: Demonstrated ability to handle sensitive information with discretion and maintain a professional demeanor in all interactions

Qualifications

Associate's Degree in Information Systems, Information Technology, Computer Science, or a related field preferred.