IT Helpdesk Technical Support Hand

Job Description

The IT Helpdesk Technical Support Hand provides first-line technical assistance to employees and users experiencing hardware, software, network, and access-related problems. The role ensures that IT support requests are logged, prioritized, investigated, and resolved efficiently. The support professional assists users with desktops, laptops, applications, printers, email, and basic connectivity issues. The position also contributes to maintaining a reliable and productive workplace IT environment.

Key Responsibilities:

Provide first-level technical support through phone, email, chat, or ticketing systems.
Diagnose and resolve desktop, laptop, printer, software, and connectivity issues.
Create, update, prioritize, and close IT service tickets.
Assist users with password resets, account access, and basic authentication issues.
Install and configure approved software, applications, and peripheral devices.
Troubleshoot Microsoft Windows, Microsoft 365, email, and common business applications.
Escalate complex incidents to infrastructure, security, network, or application teams.
Maintain records of hardware assets and assigned IT equipment.
Guide users on basic IT security, acceptable-use, and troubleshooting procedures.
Follow IT service-management procedures and meet helpdesk response and resolution targets.