Help Desk Support - On Site

Responsibilities and Duties:

• Escalation Point: Serve as the primary point of contact for complex technical issues. 


• Advanced Troubleshooting: Diagnose and resolve intricate hardware, software, network, and operating system problems. 


• System Support & Maintenance: Assist with software installations, system upgrades, configurations, and maintaining security protocols. 


• Knowledge Management: Create and maintain a knowledge base of solutions for technical problems and update documentation for service delivery. 


• Mentoring & Training: Provide guidance, coaching, and training to support staff. 


• Vendor Coordination: Act as a liaison with vendors for warranty repairs and other technical needs. 


• Project Involvement: Participate in IT projects, such as operating system deployments or new software rollouts. 


• Communication: Keep users and other IT teams informed about ticket progress, potential outages, and implemented solutions.

Job Requirements:

• Technical Knowledge: Deep understanding of operating systems (Windows, macOS), networking, enterprise applications, and remote support tools. 


• Problem-Solving: Advanced analytical and problem-solving skills to approach complex issues logically and effectively. 


• Customer Service: Strong customer service skills to interact professionally and efficiently with users, providing clear guidance and support. 


• Communication: Excellent written and verbal communication skills for effective interaction with users and colleagues at all levels. 


• Organization: Strong organizational skills to manage work logs, assets, and multiple tasks efficiently. 


• Continuous Learning: A commitment to staying updated on emerging technologies to remain effective. 


• Relevant Certifications: Certifications like CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) can demonstrate expertise.