Job Purpose:

We are seeking a proactive and customer-focused IT Help Desk to serve as the first point of contact for our employees' technical issues. You will be responsible for providing timely and effective technical assistance, resolving problems with hardware, software, and network systems, and ensuring a seamless technology experience for our end-users. The ideal candidate is a problem-solver with excellent communication skills and a passion for technology.

Key Responsibilities:

Technical Support & Troubleshooting (70%)

•   Provide first-line technical support via phone, email, chat, and in-person requests.
•   Diagnose and resolve hardware issues with laptops, desktops, printers, and mobile devices.
•   Troubleshoot software problems related to operating systems (Windows, macOS), Microsoft 365 and a variety of business applications.
•   Assist users with account management, including password resets, access permissions, and onboarding/offboarding.
•   Escalate complex issues to Tier 2/3 support or specialized teams while maintaining ownership of the ticket and communication with the user.

System Administration & Maintenance (20%)

•   Perform the initial setup, configuration, and deployment of new user equipment (laptops, phones, etc.).
•   Assist in the management of user accounts and groups in Active Directory or Azure AD.
•   Monitor system alerts and perform basic health checks on network connectivity and core services.
•   Maintain accurate and up-to-date documentation in the IT knowledge base.

Customer Service & Communication (10%)

•   Deliver exceptional, empathetic, and patient customer service to users of all technical skill levels.
•   Clearly communicate technical information in a user-friendly, understandable manner.
•   Manage and prioritize multiple support tickets, ensuring SLAs (Service Level Agreements) are met.
•   Follow up with users to ensure their technical issues have been fully resolved.