The IT Helpdesk Technician is responsible for providing technical support and assistance to end-users within the organization. This role involves diagnosing, troubleshooting, and resolving IT-related issues, as well as ensuring the proper functioning of hardware, software, and network systems. The IT Helpdesk Technician is a crucial point of contact for employees seeking technical assistance and plays a key role in maintaining the overall efficiency of the organization's IT infrastructure.
Responsibilities:
Technical Support: Provide timely and effective technical assistance to end-users via phone, email, or in-person. Address and resolve hardware, software, and network-related issues while maintaining a high level of customer satisfaction.
Issue Identification and Resolution: Diagnose and troubleshoot technical problems reported by end-users. Identify the root cause of issues and implement appropriate solutions, which may include remote troubleshooting or on-site visits.
Software Installation and Configuration: Install, configure, and update software applications on users' devices. Ensure that software installations adhere to organization-wide policies and security guidelines.
Hardware Maintenance: Maintain and troubleshoot hardware devices such as computers, printers, scanners, and other peripherals. Perform hardware repairs or replacements as necessary.
Password Resets and Account Management: Assist with password resets, account activations, and access requests. Manage user accounts and permissions in accordance with company policies.
Network Connectivity: Troubleshoot network connectivity issues, both wired and wireless. Assist users in connecting to the organization's network resources and resolve network-related problems.
Documentation: Maintain accurate records of user requests, issues, and solutions in a ticketing or tracking system. Create and update technical documentation and knowledge base articles to facilitate issue resolution.
Remote Support: Provide remote assistance to users when needed, using remote desktop tools or other appropriate technologies.
Training and Guidance: Offer basic technical training to users on common software applications and IT best practices. Educate users on how to avoid potential IT issues.
Collaboration: Collaborate with other IT team members to escalate complex issues and collaborate on projects to improve IT infrastructure and user experience.
Security Awareness: Maintain awareness of security threats and assist in implementing security protocols and measures to protect sensitive data and systems.
System Updates and Patching: Assist in the deployment of software updates, patches, and security fixes to ensure systems are up to date and protected from vulnerabilities.
Requirements:
J-Recruit Recruitment Agency
Patrique Mercier Recruitment
Tech Mahindra
