IT Helpdesk Support Technician

About This Role

Key Responsibilities:

• Serve as the first point of contact for employees reporting technical issues via phone, email, or in person
• Diagnose and resolve hardware, software, and network-related problems in a timely manner
• Install, configure, and maintain computers, printers, and other peripheral devices
• Set up and manage user accounts, permissions, and passwords across systems
• Support and maintain the organization's network infrastructure, including routers, switches, and Wi-Fi access points
• Escalate unresolved issues to the appropriate internal teams or third-party vendors
• Maintain accurate records of IT issues, resolutions, and equipment inventory
• Assist with onboarding new employees by setting up devices, accounts, and access rights
• Ensure data security and compliance with company IT policies
• Provide basic training and guidance to staff on software and hardware usage

Requirements:

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field
• Proven experience in an IT support or helpdesk role
• Strong knowledge of Windows OS and Microsoft 365 (Outlook, Teams, SharePoint)
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Excellent problem-solving and communication skills
• Ability to prioritize and manage multiple support requests simultaneously
• IT certifications such as CompTIA A+, Network+, or Microsoft certifications (MCP/MCSA)
• Experience with Active Directory and Group Policy management
• Familiarity with helpdesk ticketing systems (e.g., Freshdesk, Zendesk, Jira)
• Knowledge of basic cybersecurity practices
• Experience supporting Mac OS environments
• Hands-on experience with ERP and/or CRM systems (e.g., SAP, Oracle, Microsoft Dynamics, Salesforce) including basic troubleshooting and user support
• Working knowledge of server environments, including Windows Server administration, maintenance, and basic troubleshooting

Job Type: Full-time

Work Location: In person