We are looking for a skilled IT Helpdesk Technician to provide first-level technical support to end-users across multiple platforms. The successful candidate will have hands-on experience troubleshooting hardware, software, and network issues, paired with strong communication skills. This role requires the ability to work independently as well as collaboratively within a team. Flexibility to work rotational shifts is essential to meet business demands. This position offers an excellent opportunity to contribute to maintaining and enhancing IT services within the organization.
Key Responsibilities
- Provide first-level technical support to users through phone, email, and in-person interactions.
- Diagnose and resolve issues related to hardware, software, desktops, laptops, printers, and other peripherals.
- Install, configure, and maintain operating systems, software applications, and IT equipment.
- Assist with network troubleshooting, including LAN/WAN, Wi-Fi, and VPN connectivity problems.
- Manage user accounts, permissions, and access rights using Active Directory.
- Perform regular system updates, backups, and preventive maintenance to ensure system stability and reliability.
- Document and track all support requests in the ticketing system, ensuring timely resolution and follow-up.
- Support mobile devices, remote access solutions, and collaboration tools.
- Participate in IT asset management, including inventory tracking, tagging, and coordinating procurement processes.
- Collaborate with IT team members to resolve complex technical issues and improve IT workflows.
- Provide end-user training and guidance on IT best practices, systems, and tools.
- Work in rotational shifts to maintain IT support coverage during extended hours and weekends as required.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- 2 to 3 years of experience in an IT Helpdesk or Technical Support role.
- Strong knowledge of Windows and macOS operating systems.
- Proven ability to troubleshoot hardware, software, and network issues effectively.
- Familiarity with networking concepts and basic configurations, including LAN/WAN, Wi-Fi, and VPN.
- Experience using ticketing systems and remote support tools.
- Excellent communication and interpersonal skills.
- Strong problem-solving skills with attention to detail.
- Ability to work independently and as part of a team.
- Willingness to work rotational shifts based on business needs.
This role provides an opportunity to develop technical expertise in a fast-paced and dynamic environment. Candidates who are proactive, detail-oriented, and customer-focused will find this position rewarding and impactful in supporting the organization’s IT infrastructure.
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