Help Desk Technician

A Help Desk Technician provides technical support and troubleshooting services to end users within an organization or remotely. They are responsible for assisting users with hardware, software, and networking issues, ensuring that problems are resolved efficiently and effectively.

Responsibilities:

Respond to user inquiries via phone, email, or support ticketing systems.

Diagnose and resolve technical issues related to computer hardware, software, and networks.

Provide remote or on-site assistance to end users.

Install, configure, and troubleshoot software applications and operating systems.

Maintain and update user accounts and passwords.

Document and track support requests, resolutions, and common technical issues in a ticketing system.

Maintain a knowledge base to help users solve recurring problems independently.

Assist with the setup and configuration of hardware, including computers, printers, and other devices.

Provide user training on basic software applications, system usage, and security protocols.

Collaborate with the IT team to escalate more complex issues.

Monitor and update system and software performance.

Follow up with users to ensure issues are fully resolved and provide ongoing support.