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Position Overview:

The IT Help Desk Agent serves as the initial point of contact for end-users requiring technical support from the IT department. They are responsible for resolving IT-related issues and escalating unresolved problems to the specialized IT support team after conducting initial troubleshooting. Help desk agents are also responsible for answering queries and addressing system and user issues in a timely and professional manner.

Responsibilities:

• Respond to support requests and inquiries from clients in a timely and professional manner.
• Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
• Provide guidance and instructions to users on resolving technical problems.
• Escalate unresolved issues to the appropriate teams or resources for further investigation and resolution.
• Maintain accurate records of all support tickets and resolutions in our ticketing system.

Requirements:

• A bachelor's degree in computer science, information technology, or a related field is preferred.
• 1+ year of experience in a help desk or technical support role.
• Strong knowledge of computer hardware, software, and operating systems (Windows, macOS, Linux).
• Familiarity with networking concepts and troubleshooting techniques.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) are a plus.