
Help Desk Technician Opportunity
3 days ago
We are seeking a skilled Help Desk Technician to join our team. As a key member of our support staff, you will be responsible for providing timely and effective technical assistance to our end-users.
- Provide first-level technical support via phone, email, and in-person
- Assess and qualify requests for assistance
- Diagnose and troubleshoot hardware, software, and network issues
- Assist with the installation, configuration, and maintenance of computer systems and peripherals
- Process and execute demands/resolve incidents following established procedures
- Record, track, and document incidents/service requests using a ticketing system
- Ensure timely resolution of incidents in accordance with service level agreements (SLAs)
- Evaluate user knowledge and adapt response accordingly
- Communicate effectively with users to understand their technical issues and provide clear instructions and solutions
- Basic understanding of computer hardware, software, and networking concepts with a maximum 6-month experience
- Familiarity with Windows and/or Mac operating systems
- Knowledge of common office software applications (e.g., Microsoft Office Suite)
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills
- Customer-oriented with a friendly and patient demeanor
- ITIL Foundation certification or other relevant certifications are an asset
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