IT Helpdesk Support Technician
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Key skills for this role
About the 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, swit
Key Skills for This Role
Full Job Posting
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
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