IT Support / Helpdesk

Job Description

The IT Support / Helpdesk Specialist will provide technical assistance to employees and users experiencing hardware, software, network, account, and application-related issues. The role involves troubleshooting incidents, responding to service requests, documenting solutions, and ensuring timely resolution according to service-level requirements. The specialist will work with infrastructure, security, cloud, and application teams when issues require escalation. Strong communication, troubleshooting, and customer-service skills are important for this position.

Key Responsibilities:

Provide first-line technical support through ticketing, email, phone, or other channels.
Diagnose and resolve hardware, software, network, and application issues.
Install, configure, and troubleshoot computers and business applications.
Support user accounts, passwords, permissions, and access requests.
Monitor and manage IT service tickets according to SLA requirements.
Escalate complex technical issues to appropriate infrastructure or engineering teams.
Maintain accurate records of incidents, requests, and resolutions.
Assist with device configuration, software updates, and IT asset management.
Provide users with clear instructions and basic technical guidance.
Identify recurring issues and recommend improvements to IT support processes.