Junior IT Helpdesk Specialist

**Responsibilities**:

- Perform basic troubleshooting using diagnostic techniques and asking relevant questions.
- Assist in resolving issues related to computer systems, mobile devices, and peripheral equipment such as printers, scanners, and video conferencing tools.
- Provide guidance on installing, configuring, and upgrading standard software and hardware setups for new users.
- Escalate unresolved issues to the next level of IT support personnel when necessary.
- Document user issues, troubleshooting steps, and solutions in the helpdesk system.
- Maintain and update records of IT equipment and assets.
- Ensure compliance with company data security policies and assist in user awareness of security practices.
- Follow up with end-users to ensure the resolution of issues and satisfaction with the support provided.
- Contribute suggestions for improving IT support processes and procedures.

**Requirements and Qualifications**:

- Associate degree in IT, Computer Science, or related field, or equivalent experience.
- 0-2 years of experience in an IT helpdesk or technical support role.
- Basic understanding of networking fundamentals, including TCP/IP, DNS, and VPN.
- Familiarity with office automation products, remote control tools, and mobile device management.
- Proficient in troubleshooting Windows operating systems and Microsoft Office Suite (Excel, Word, PowerPoint).
- Basic knowledge of PC hardware, peripheral devices, and software installation.
- Excellent communication and customer service skills.
- Ability to prioritize tasks and work efficiently in a fast-paced environment.
- A patient, customer-focused attitude with a willingness to learn.

**Preferred Certifications** (Optional but beneficial):

- CompTIA A+
- ITIL Foundation
- Microsoft Certified Solutions Associate (MCSA) or equivalent.

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