Helpdesk Technician

We are seeking a dedicated and customer-focused Helpdesk Tier 1 Support professional to join our IT support team. As a Helpdesk Tier 1 Support Specialist, you will be the first point of contact for our internal employees, providing timely and effective technical assistance and support. Your primary responsibility will be to troubleshoot and resolve IT related issues, answer inquiries, and ensure end-users can work seamlessly with their technology tools.
Essential Job Functions: - Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance. - Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions. - Install, and update software applications, and hardware peripherals. - Troubleshoot network connectivity issues, assisting with VPN access, Wi-Fi problems, and basic network-related inquiries. - Educate end-users on best practices and self-help procedures, helping them resolve common IT problems independently. - Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams, ensuring timely and accurate handoff. - Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures. - Collaborate with other IT support staff to identify recurring issues and propose solutions for continuous improvement. - Participate in on-call rotation and provide after-hours support when necessary. Qualifications: - High school diploma or equivalent; a relevant IT certification or degree is a plus. CompTIA A+ Preferred - Proven experience in a customer-facing technical support role or relevant internship experience. - Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace). - Basic knowledge of computer hardware components, printers, and mobile devices. - Excellent communication and customer service skills, with a patient and empathetic approach to problem-solving. - Ability to work independently and collaboratively in a fast-paced environment. - A strong commitment to maintaining confidentiality and data security.