Information Technology Help Desk Support

Designation: IT Helpdesk Support

Preferred Experience: 3-5 years

Job Summary:

As a Customer Desktop Support and Internal IT Analyst, you will be working with a group of skilled team members supporting and managing software and hardware support requests across the organization as well as supporting our external application users.

You will be part of a support process that ensures our employees experience a well-oiled internal IT machine and that our customers resolve their issues in a timely manner.

You will work closely with our product team to understand the capabilities and functionality of our platforms and our engineering and QA teams to work through issues and create and route potential defects.

Key Responsibilities:

• Provides first-level technical support and IT assistance to staff and customers.
• Completely and accurately troubleshoots and handles any problems that arise at locations, providing resolution and/or training as needed.
• Processes hardware/software prior to installation (ex: orders, set-ups, and tests) and schedules installation.
• Identifies problems and determines and provides/implements appropriate corrective action in a timely manner.
• Routes second-level system questions to the appropriate parties.
• Consulting with IT managers and other departments as required.
• Training end-users on hardware functionality and software programs.
• Resolving logged errors in a timely manner. Monitoring hardware, software, and system performance metrics.
• Updating computer software as well as upgrading hardware and systems.
• Maintaining databases and ensuring system security.
• Documenting processes and performing diagnostic tests.
• Keeping track of technological advancements and trends in IT support.
• Problem Solve and Troubleshoot as the first line of defense in finding the root cause of a reported application issue.
• Work product support tickets from internal team members and escalations from customer support.
• Effectively use Jira to ensure that all actions, discussions, and resolutions pertaining to escalated issues are properly tracked.

Required Skills & Qualifications:

• A bachelor's degree in computer science, information technology, or similar.
• 3-5 years of experience as an IT support specialist.
• Exceptional ability to provide technical support and resolve queries.
• In-depth knowledge of computer hardware, software, and networks.
• Ability to determine IT needs and train end-users.
• Proficiency in IT helpdesk software, such as Jira.
• Experience in documenting processes and monitoring performance metrics.
• Demonstrated knowledge of system security.
• Ability to keep up with technical innovation and trends in IT support.
• Strong analytical and problem-solving skills.
• Demonstrated ability to resolve issues by using independent judgment to assess the situation, quickly formulate potential solutions, and present options for resolution.
• Excellent written interpersonal communication and verbal skills, as well as strong listening skills.
• Strong customer relations skills.
• Ability to handle multiple priorities and high-volume workloads in a calm and efficient manner.
• Exhibit above-average reasoning ability by clearly defining problems, analyzing data,

Company Overview:

Aventior is a leading provider of innovative technology solutions for businesses across a wide range of industries. At Aventior, we leverage cutting-edge technologies like AI, ML Ops, DevOps, and many more to help our clients solve complex business problems and drive growth.

We also provide a full range of data development and management services, including Cloud Data Architecture, Universal Data Models, Data Transformation & and ETL, Data Lakes, User Management, Analytics and visualization, and automated data capture (for scanned documents and unstructured/semi-structured data sources). Our team of experienced professionals combines deep industry knowledge with expertise in the latest technologies to deliver customized solutions that meet the unique needs of each of our clients. Whether you are looking to streamline your operations, enhance your customer experience, or improve your decision-making process, Aventior has the skills and resources to help you achieve your goals.

We bring a well-rounded cross-industry and multi-client perspective to our client engagements. Our strategy is grounded in design, implementation, innovation, migration, and support. We have a global delivery model, a multi-country presence, and a team well-equipped with professionals and experts in the field.