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IT / Help Desk Support

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Canada

Offer summary

Qualifications:

1-3 years IT support experience, Experience with Windows, macOS, Linux.

Key responsabilities:

Provide technical support remotely via phone, email
Manage and prioritize support tickets, perform system maintenance, provide user training and documentations

Berkeley Payments

11 - 50 Employees

See more Berkeley Payments offers

Job description

Your missions

This is a remote position.

IT Help Desk Support Role

Berkeley seeks a IT Help Desk Support with 1-3 years of experience to join our growing organization

Job Summary:

The IT Help Desk Support role provides technical assistance and support to end-users within the organization.

The successful candidate will diagnose, troubleshoot, and resolve hardware, software, and network-related issues, ensuring optimal functionality and user satisfaction.

This position requires excellent communication skills, a strong technical background, and the ability to work in a fast-paced environment.

Experience:

1-3 years of experience in an IT support or help desk role.
Experience with Windows, macOS, and Linux operating systems, as well as common office software (e.g., G Suite).

Skills:

Strong problem-solving skills and the ability to troubleshoot and resolve technical issues efficiently.
Excellent communication skills, both written and verbal, with a customer-focused approach.

Familiarity with remote support tools and help desk software.
Knowledge of basic networking principles, including TCP/IP, DNS, SSO and VPNs.

Requirements

Key Responsibilities:

Technical Support:

Provide first-level technical support to employees fully remotely via phone, email, addressing issues related to computer systems, software, and hardware. Diagnose and resolve technical hardware and software issues, operating systems, application errors, and connectivity issues.

Guide users through step-by-step solutions, offering clear instructions & explanations.

Ticket Management:

Manage and prioritize support tickets, ensuring timely resolution according to the company’s SLA (Service Level Agreement).
Document all support requests, resolutions, and follow-up actions in the help desk ticketing system.

System Maintenance:

Perform regular maintenance tasks, such as software updates, virus scans, and data backups.
Assist in the setup and configuration of new hardware and software.
Ensure all IT equipment is functioning correctly and maintain an inventory of hardware and software assets.

User Training and Documentation:

Create and update user manuals, FAQs, and knowledge base articles to assist users in resolving common issues independently.
Provide basic training to employees on IT systems, software, and best practices.

Security and Compliance:

Assist in maintaining network security by monitoring and responding to potential security threats. Ensure compliance with company IT policies and procedures, including password management and data protection practices.

Qualifications Education:

Associate’s or Bachelor’s degree in Information Technology, or a related field, or equivalent work experience.