Helpdesk Officer

The Helpdesk Officer will be the primary point of contact for all IT-related issues, providing timely and effective technical assistance to users. This role involves troubleshooting hardware and software problems, resolving network connectivity issues, and escalating complex problems to senior IT staff when necessary. The ideal candidate will have excellent communication skills, a strong understanding of common IT systems, and a commitment to providing outstanding support.

Key Responsibilities:

• Provide first-level contact and convey resolutions to customer issues via phone, email, chat, or in-person.
• Diagnose and resolve technical hardware and software issues, including operating systems (Windows, macOS), common applications (Microsoft Office Suite), and peripheral devices.
• Troubleshoot network connectivity problems (LAN, Wi-Fi, VPN) and assist users with access issues.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Administer user accounts, passwords, and permissions.
• Document all support interactions, resolutions, and follow-up actions in the helpdesk ticketing system.
• Escalate unresolved issues to the appropriate internal teams (e.g., Network Administration, Software Development) and track their resolution.
• Provide basic training and guidance to users on IT systems and best practices.
• Assist with IT asset management, including tracking inventory and deployment.
• Contribute to the creation and maintenance of a knowledge base for common issues and solutions.
• Ensure compliance with IT policies and security procedures.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
• Proven experience as a Helpdesk Officer, IT Support Specialist, or in a similar role, with at least 3 years of professional experience.
• Strong knowledge of operating systems (Windows, macOS), Microsoft Office Suite, and common business applications.
• Familiarity with network fundamentals (TCP/IP, DNS, DHCP) and troubleshooting basic connectivity issues.
• Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Desk).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical skills, with attention to detail.
• Customer-service oriented with a patient and empathetic approach.
• Ability to work independently and as part of a team in a fast-paced environment.