The Junior IT Helpdesk Specialist provides timely and effective technical support to end-users, focusing on basic troubleshooting and assistance on various hardware, software, and network issues. The ideal candidate should possess foundational IT knowledge and the ability to communicate effectively with users to resolve their concerns. This role requires strong customer service skills and a proactive attitude toward problem-solving.
Responsibilities:
- Act as the first point of contact for end-users seeking technical assistance through phone, email, or the helpdesk ticketing system
- 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
Powered by JazzHR
6wZQI0nhlJ