Help Desk Technician

Overview: We are seeking a skilled Helpdesk Technician to join our dynamic team, providing essential technical support in a fast-paced onsite environment. This role is crucial in ensuring the smooth operation of IT systems and services within our Windows-based infrastructure, utilizing ServiceNow as our primary ticketing and service management platform.

Responsibilities:

1. Technical Support:

   • Provide frontline technical assistance to end-users in person, via phone, or remote tools.
   • Troubleshoot hardware, software, and network issues related to Windows operating systems (Windows 10/11) and standard office applications.
   • Diagnose and resolve technical hardware and software issues promptly and efficiently.

2. ServiceNow Ticket Management:

   • Utilize ServiceNow to log, track, and resolve incidents and service requests.
   • Ensure accurate and timely documentation of all support activities within the ServiceNow platform.
   • Prioritize and escalate issues as necessary to ensure swift resolution and minimal downtime.

3. User Training and Documentation:

   • Assist in creating and updating user documentation, manuals, and knowledge base articles.
   • Conduct user training sessions on basic IT operations and software usage as needed.

4. System Administration:

   • Perform basic system administration tasks such as user account management and access control.
   • Assist in maintaining IT inventory and asset management records.

5. Collaboration and Communication:

   • Collaborate effectively with other IT teams and departments to resolve escalated issues and improve overall IT service delivery.
   • Communicate technical information clearly to non-technical users.

Requirements:

• Proven experience as a Helpdesk Technician or similar role in a corporate environment.
• Strong knowledge of Windows operating systems and Microsoft Office Suite.
• Familiarity with troubleshooting network connectivity issues.
• Experience using ServiceNow or similar IT service management tools.
• Excellent problem-solving and communication skills.
• Customer-oriented approach with a focus on delivering high-quality support services.
• Certification in relevant IT areas (e.g., CompTIA A+, Microsoft Certified Professional) is a plus.