Job Title:Onsite IT Helpdesk Technician
Experience: 2+ Years (Preferred)
Job Summary:
We are seeking a dedicated Onsite IT Helpdesk Technician to join our IT team. The ideal candidate will provide first-line support to end-users, addressing and resolving technical issues related to hardware, software, and network systems. This role requires a customer-oriented approach and the ability to work efficiently under pressure while delivering exceptional service.
Key Responsibilities:
- Provide onsite technical support to end-users for hardware, software, and network-related issues.
- Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, and other peripherals.
- Install, configure, and maintain operating systems, software applications, and hardware components.
- Manage and track incidents and service requests through the ticketing system, ensuring timely resolution.
- Assist with the setup and configuration of new computers and devices.
- Support remote users with connectivity and access issues.
- Perform regular maintenance tasks, including software updates, backups, and antivirus checks.
- Collaborate with other IT team members to escalate and resolve more complex issues.
- Maintain accurate documentation of all support activities, including issues resolved, solutions provided, and equipment configurations.
- Provide training and guidance to end-users on using various software applications and tools.
- Ensure compliance with company IT policies and procedures.
- Monitor and report on system performance and make recommendations for improvements.
- Assist with IT-related projects and initiatives as required.
Qualifications:
- Diploma or degree in Information Technology, Computer Science, or a related field.
- 2+ years of experience in an IT helpdesk or support role.
- Strong knowledge of Windows and macOS operating systems.
- Experience with Microsoft Office 365, Active Directory, and remote support tools.
- Familiarity with networking concepts such as TCP/IP, DNS, DHCP, and VPNs.
- Excellent problem-solving skills and the ability to troubleshoot technical issues.
- Strong communication and interpersonal skills, with a focus on customer service.
- Ability to work independently and manage multiple tasks simultaneously.
- Experience with ITIL processes and best practices is a plus.
- Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are advantageous.
Additional Requirements:
- Willingness to work flexible hours, including possible evenings or weekends, depending on business needs.
- Ability to lift and carry IT equipment when necessary.
