IT Helpdesk Officer

Primary Purpose

Key Accountabilities

• Diagnosing and troubleshooting technical problems remotely or in person to provide timely solutions for hardware and software malfunctions.
• Delivering high-quality customer service to build positive relationships and maintain the organization's technical reputation.
• Monitoring and maintaining computer systems, networks, and peripherals (such as printers and scanners) to ensure they operate optimally.
• Accurately recording support requests in ticketing systems and creating knowledge base articles to track recurring issues and aid future resolutions.
• Training and onboarding employees on new technologies and software to enhance their proficiency and self-sufficiency.
• Identifying complex issues that require advanced technical expertise and directing them to higher-level support teams.
• Logging, prioritizing, tracking, and escalating support requests to the appropriate teams.
• Setting up, maintaining, repairing, and deploying computers, peripherals, and software.
• Clearing IT obstacles so employees can perform their daily tasks effectively.
• Resolving technical issues for users via phone, email, or in-person (e.g., software glitches, hardware malfunctions, connectivity problems).
• Performs any work requested by the direct manager.

Education

• Bachelor's degree in Computer Science, Information Technology, or related field .

Experience

• **+3 Years**
• Prior experience in helpdesk, customer support, or entry-level IT roles

Skills

• Good Communication Skills.
• Analytical thinking, root cause analysis, creative solutions.
• Prioritizing tickets, managing multiple issues efficiently.
• Phishing, malware, strong password practices, endpoint protection.
• Basic troubleshooting for desktops, laptops, printers, mobile devices.
• Office 365, Google Workspace, common enterprise apps, antivirus, remote tools.