IT Support Desk Technician

Job Responsibilities

• Respond to IT support requests via phone, email, chat, or ticketing system
• Diagnose and resolve hardware, software, and network issues
• Install, configure, and update computer systems and applications
• Aid with password resets, account access, and user onboarding/offboarding
• Escalate unresolved issues to support teams
• Maintain accurate documentation of issues, resolutions, and system changes
• Support printers, mobile devices, and peripheral equipment
• Monitor system alerts and perform basic system maintenance
• Ensure compliance with IT policies and security standards
• Provide user training and guidance when needed
• Ensure compliance with company policies, procedures, and information security standards
• Test new hardware, software, and system updates before deployment to end users
• Maintain confidentiality and security of sensitive company and employee information
• Continuously develop technical knowledge and stay current on emerging technologies and industry best practices
• Collaborate with vendors and third-party service providers to resolve technical issues and coordinate repairs
• Absorb and maintain IT asset inventory and track equipment lifecycle management
• Participate in IT projects, technology rollouts, and infrastructure improvements as assigned
• Support conference room technology, video conferencing systems, and collaborating tools
• Perform hardware setup, imaging, deployment, relocation, and replacement of workstations and peripherals

Qualifications

• Education: High school diploma or equivalent required
• Experience: 0-3 years of experience in IT support, help desk, or technical support role
• Knowledge: Basic understanding of computer hardware, software, and networking concepts; Knowledge of operating systems (Windows, macOS); Understanding of Microsoft 365/Office Suite and common business applications; Familiarity with IT security best practices (password policies, phishing awareness); Basic networking concepts (DNS, DHCP, Wi-Fi connectivity)
• Skills: Strong troubleshooting and problem-solving abilities; Excellent customer service and communication skills; Ability to prioritize and manage multiple support tickets; Documentation and attention to detail; Remote support tools usage; Time management and ability to work under pressure; Team collaboration and escalation judgement