We are seeking a highly motivated and customer-focused IT Help Desk Engineer to join our technical support team. The IT Help Desk Engineer will be the first point of contact for end-users experiencing technical issues and will provide support for hardware, software, and network-related problems. This role requires strong troubleshooting skills, excellent communication abilities, and a keen understanding of IT systems.
Responsibilities:
- Provide first-level technical support to end-users via phone, email, or chat.
- Diagnose and resolve hardware, software, and network issues promptly.
- Assist with the installation, configuration, and maintenance of IT hardware and software.
- Track, log, and escalate support requests through a ticketing system.
- Walk users through troubleshooting steps to resolve technical issues remotely.
- Collaborate with other IT staff to resolve complex problems or escalate when necessary.
- Create and maintain detailed documentation of issues and solutions.
- Train users on basic IT processes and software usage.
- Ensure that all IT systems are up-to-date and operating smoothly.
- Perform routine system maintenance and assist with software updates.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Proven experience in a help desk or technical support role.
- Proficient with operating systems (Windows, macOS, Linux) and common office software.
- Familiarity with network troubleshooting, printers, and mobile devices.
- Strong verbal and written communication skills.
- Ability to work independently and as part of a team.
