IT Help Desk

**Objectives**
- Provide quick and effective assistance with information technology systems
- Guide employees remotely and in person through systems configuration, troubleshooting, and maintenance.
- Listen attentively to employees’ questions and concerns and offer optimal solutions
- Prioritize employee satisfaction in all communications, directing unresolved issues to next-level.

**Responsibilities**
- Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
- Responding to support issues and requests in a timely manner.
- Assisting employees in troubleshooting hardware and software problems.
- Performing troubleshooting using different diagnostic techniques.
- Troubleshooting, diagnosing, and resolving technical hardware and software issues.
- Providing quick resolution and excellent helpdesk support.
- Redirecting unresolved issues to the next level of support personnel.
- Providing information on IT products or supports.
- Keeping records of problems and their resolutions.
- Following up with employees.
- Providing feedback on processes and making recommendations for improvement.
- Maintaining technical documentation and a support catalog for software installations, hardware configurations, and problem troubleshooting.
- Managing IT hardware assets and accessories procurement upon request.

**Skill and qualifications**
- Good knowledge of CCNA and MCSA.
- Working knowledge of Windows 10/11, Linux, macOS.
- Passion for problem-solving and providing support.
- Eagerness to learn new technologies and systems.
- Experience working as an IT help desk with minimum 2 years.
- Bachelor’s degree in computer science, computer engineering.
- Very good communication, problem-solving, analytical, and decision-making skills.
- Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
- The ability to break down technological processes and deliver clear, step-by-step instructions.
- Patient and friendly with a great aptitude for listening.
- Strong verbal and written communication skills.
- Commitment to providing exceptional helpdesk support.