Description
Overview of the Position
The IT Support/Helpdesk serves as the first point of contact for users seeking technical assistance with software applications, hardware, and IT-related issues. This role involves troubleshooting, diagnosing problems, and providing solutions to ensure a seamless user experience.
Responsibilities:
Hardware & Software Support
- Installing and configuring computer hardware, software, systems, networks, printers, and scanners
- Monitoring and maintaining computer systems and networks
- Setting up accounts for new users
- Repairing and replacing equipment as necessary
- Testing new technology
IT Equipment Maintenance
- Maintains IT equipment such as desktops, laptops, printers, and peripherals
- Ensure that all hardware devices are functioning properly
- Perform routine maintenance tasks, such as updates and backups
User Training & Education
- Educate end-users on IT policies, procedures, and best practices to promote cybersecurity awareness and mitigate risks.
- Provides training sessions, user guides, and self-help resources to empower users to troubleshoot common issues independently
Documentation & Reporting
- Gaining feedback from end users to improve training methods
- Document all support tickets, resolutions, and troubleshooting steps
- Maintains accurate records of IT incidents and service requests to track trends, identify recurring issues, and facilitate continuous improvement in IT support processes
- Running reports and analyzing common complaints and problems.
Successful candidates should:
- An Associate's or Bachelor's degree in Information Technology or a related field is preferable.
- Previous experience in a technical support role or customer service role is preferred.
- Basic understanding of computer hardware, software, and networking concepts.
- Familiarity with Windows and/or macOS operating systems.
- Excellent communication skills and ability to explain technical concepts to non-technical users.
- Strong problem-solving skills and ability to work under pressure in a fast-paced environment.
- Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable but not required.
- Willingness to learn and adapt to new technologies and processes.
- The role is a permanent office-based
Benefits you and your family can enjoy:
- 500K per incident HMO coverage + Dependents
- Dental & Optical benefits
- 2-week paid Christmas vacation
- 25K Educational Assistance
- Training and equipment will be provided
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