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Title
Text copied to clipboard!Help Desk Technician
Description
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We are looking for a Help Desk Technician to join our IT support team and provide technical assistance to our internal users. As a Help Desk Technician, you will be the first point of contact for employees experiencing technical issues with hardware, software, and network systems. Your primary responsibility will be to ensure that users receive timely and effective support to resolve their problems and maintain productivity.
In this role, you will handle incoming support requests via phone, email, or ticketing system, diagnose issues, and either resolve them directly or escalate them to the appropriate IT personnel. You will also assist with the setup and configuration of new hardware and software, maintain accurate records of support requests, and contribute to documentation and knowledge base articles.
The ideal candidate is a problem-solver with excellent communication skills and a strong understanding of computer systems, mobile devices, and other tech products. You should be comfortable working in a fast-paced environment and be able to manage multiple tasks simultaneously. A customer-focused attitude and the ability to explain technical concepts to non-technical users are essential.
This position offers an excellent opportunity to grow your IT skills and advance your career in a supportive and collaborative environment. If you are passionate about technology and enjoy helping others, we encourage you to apply.
Responsibilities
Text copied to clipboard!- Respond to user inquiries via phone, email, or ticketing system
- Diagnose and troubleshoot hardware, software, and network issues
- Install, configure, and maintain computer systems and applications
- Document support requests and resolutions in the ticketing system
- Escalate complex issues to higher-level IT staff when necessary
- Assist with onboarding and offboarding of employees
- Maintain inventory of IT equipment and supplies
- Provide guidance and training to users on IT tools and best practices
- Monitor system performance and report issues proactively
- Participate in IT projects and initiatives as needed
Requirements
Text copied to clipboard!- Proven experience as a Help Desk Technician or similar role
- Strong knowledge of Windows and macOS operating systems
- Familiarity with common office software and productivity tools
- Basic understanding of networking concepts and protocols
- Excellent problem-solving and communication skills
- Customer-oriented mindset with a focus on service
- Ability to work independently and as part of a team
- Associate degree in IT or related field preferred
- Relevant certifications (e.g., CompTIA A+, Microsoft) are a plus
- Ability to manage multiple tasks and prioritize effectively
Potential interview questions
Text copied to clipboard!- What experience do you have in IT support or help desk roles?
- How do you approach troubleshooting a technical issue?
- Can you describe a time you resolved a difficult technical problem?
- What operating systems and software are you most familiar with?
- How do you handle frustrated or non-technical users?
- What tools have you used for ticketing and support documentation?
- Are you comfortable working in a fast-paced environment?
- Do you have any IT certifications?
- How do you stay current with new technologies?
- Are you available to work flexible hours if needed?
